Job Description

Overview

We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team. This role has ownership of our worldwide aftersales service operations. This role combines technical knowledge, customer service expertise, logistics coordination, and team leadership to ensure our customers and dealers receive the highest standard of support.

Key Responsibilities

Manage aftersales relationships with international dealers and customers for Loadmac material handling equipment. Oversee all aftersales operations including OEM and subcontract spare parts, service contracts, warranty claims, and urgent "Vehicle Off Road" (VOR) situations. Oversee UK field service operations for Loadmac truck-mounted forklifts, ensuring efficient engineer scheduling, LOLER compliance, on-site health & safety, and effective use of the FSM system. Oversee aftersales logistics from order intake through to global delivery, including import/export compliance and subcontracted transport for material handling units and parts. Monitor and manage spare parts inventory levels to ensure timely fulfilment of customer demands while minimising excess stock and associated business risk.

Qualifications & Experience

Familiar with ERP systems, FSM tools, and compliance standards (e.g., LOLER). Excellent communication, problem-solving, and organisational skills. Proven experience in a supervisory or managerial role within a customer service environment. Strong leadership abilities with a focus on motivating and developing team members. Excellent communication skills in English Demonstrated analysis skills with the ability to interpret data and make informed decisions. A commitment to providing outstanding customer service with a positive attitude.
Job Type: Full-time

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension Employee discount On-site parking
Ability to commute/relocate:

Ross-On-Wye HR9: reliably commute or plan to relocate before starting work (required)
Experience:

Materials handling: 1 year (preferred)
Licence/Certification:

LOLER certification (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person