FJA are looking to recruit a Product and Customer Services Manager on behalf of our client based in the Rochdale area. Industry Sector: Customer Services, Passive Fire Protection, Firestop, Fire-Resistant Products, Fire Protection Products, Team Leader. Benefits in the role of Product and Customer Services Manager:

Holidays – 33 (including stats)
2 x Salary Life Insurance
Healthcare Cash Plan
3% Company contribution to pension
Working hours 8.30am to 5.00pm Monday to Thursday and 8.30am to 3.30pm Friday

As Product and Customer Services Manager, you will be responsible for overseeing the product route to market and collaborating with various departments. You will collaborate with internal teams, external partners, and certification bodies to ensure that all products meet industry standards and offer the highest levels of service. You will also ensure through your team that the needs of customers are being met or exceeded. Provide and promote excellent customer service and manage the customer service team, making sure that service standards are being met and problems are resolved. Main Duties in the role of Product and Customer Services Manager:

Develop and maintain expertise on the product range.
Manage documentation for product planning, liaising with Sales, Marketing, Technical and the development team to help bring products to market.
Provide technical support to internal teams and customers, assisting with product applications, test data interpretation, and fire safety solutions.
Ensure all necessary documentation is present and correct and liaise with necessary departments to ensure its availability.
Maintain internal systems, including project management systems (Monday.com) for planning and auditing fire tests and CRM systems (Hubspot).
Engage with international counterparts to develop relevant best practices.
Pro-active and timely comprehensive sales/customer service support to external and internal customers (same day response where possible regarding quotations, new orders, order acknowledgements, order progressing etc).
Managing the customer service team and providing support for sales order input and sales order processing system.
Maintain customer database, assist in organising mail shots/new product launches etc.
Manage the continuous improvement of systems and processes.
Train staff on new products and updates to deliver a high standard of customer service.
Liaising with Customers, Sales, Marketing, Production, Accounts, Technical and Quality Departments.
Ensure compliance with required formal quality systems (ISO 9001) and other customer specific standards.
Investigate and resolve customer complaints and concerns.

Key Skills and Abilities:

Good analytical and problem-solving skills with good attention to detail and a quality-conscious mindset.
Excellent communication skills (presentation, written and telephone) with good stakeholder management abilities.
Ability to manage multiple projects and meet deadlines that may take several months to launch.
Proficiency in developing incorporating new and existing tools such as Monday.com and HubSpot.
Ability to work collaboratively with cross-functional teams.

Qualifications & Experience:

Experience in the passive fire protection industry, would be an advantage.
Background in a customer services role involving product management.
Strong computer skills and knowledge of ERP (Tropos) and CRM (Hubspot) systems
Familiarity with CAD drawings, technical schematics, and product documentation is an advantage.

Development opportunities:

IFE Level 2 & 3 in Passive Fire Protection.

If you are interested in the above Product and Customer Services Manager role, please click the ‘apply now’ button. Due to the high volume of applications, we receive we are not always able to reply to all applications. If you haven’t heard back from us within 2 weeks, then please accept that your application has been unsuccessful for the role we currently have advertised. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the job. Finlay Jude Associates Ltd acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. For more opportunities please take a look at our website.

Product and Customer Services Manager

Chief Marketing Officer

Head of Marketing

Head of Marketing