Technical Quotations, Customer Service Manager

Responsibilities

Own the End-to-End Customer Journey

Lead and optimise critical processes across lead validation, customer setup, quotations, order processing, invoicing, and RMAs—ensuring accuracy, efficiency, and compliance at every step.

Enable Sales Success

Ensure all leads are contacted within 24 hours and fully qualified

Prepare opportunities in Salesforce with complete commercial and technical insights

Coordinate and schedule consultations seamlessly with Sales teams

Drive Data Integrity & Compliance

Oversee customer master data in SAP, ensuring accuracy and alignment with Export Control and Finance

Manage vendor qualification processes and customer portal requirements

Strengthen Commercial Governance

Oversee high-quality, technically accurate quotations across all product lines

Ensure adherence to pricing, legal, export, and financial policies

Act as escalation point for complex or high-risk enquiries

Deliver Operational Excellence

Lead order processing with a focus on 'clean orders' and right-first-time delivery

Partner closely with customers, Sales, and factories to ensure smooth fulfilment

Ensure timely, accurate invoicing to support cash flow

Support After-Sales Experience

Oversee RMA processes and customer returns

Ensure customers are fully supported throughout service interactions

Lead & Develop a High-Performing Team

Coach and grow a team with strong technical and commercial capability

Drive performance against SLAs and KPIs

Champion continuous improvement and step into workflows where needed

Requirements

Experience leading a technical quotations, pre-sales, customer service, or order-to-cash function within an industrial or engineered solutions environment.

Strong technical literacy with the ability to assess risk, challenge assumptions, and manage complex enquiries.

Demonstrated ownership of commercial governance, including pricing discipline and policy adherence.

Proven people management capability, with experience developing team technical and commercial competence.

Experience supporting field sales, service management, channel partners, and customers across the quotation creation and order processing workstreams.

Strong process discipline, attention to detail, and confidence using CRM and ERP systems (Salesforce and SAP preferred).

Ability to balance high standards of customer service with commercial discipline and operational control.

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