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. #J-18808-Ljbffr Jobtailor