Key Account & Customer Service Manager

This role is fully onsite based in Harlow, Essex
Please only apply if you are in a commutable distance
Key Account & Customer Service Manager
?? Harlow – 100% in-office role
?? Monday to Friday | 08:30 – 17:00

About the Role

We are looking for a Key Account & Customer Service Manager to take ownership of supervising customer service and sales administration while also playing an active role in account management to assist the sales team. You’ll lead a small team, allocate tasks, and act as the main point of escalation, all while building and maintaining strong relationships with key customer accounts. This is a hands-on role where you’ll combine leadership, administration, and customer relationship management to deliver outstanding service.

Key Responsibilities
Supervise customer service and sales administration, ensuring the accurate processing of customer orders on the CRM system
Lead and mentor a small team, allocating tasks and ensuring accurate, timely completion
Manage relationships with key customer accounts, acting as a main point of contact and escalation
Handle enquiries from new and existing customers via phone and email, ensuring excellent service at all times
Work closely with the National and Regional Accounts teams to process quotations, orders, and new account applications on Orderwise
Maintain and develop strong customer relationships, identifying new business opportunities with existing clients
Ensure data integrity across the Orderwise CRM system
Provide regular reports and updates to senior management
Contribute to wider sales and marketing activities as required
What You’ll Bring
Previous experience in sales administration, customer service, and account management and leadership in any of these roles.
Strong leadership skills with proven experience coaching, mentoring, and guiding a team
Excellent interpersonal and communication skills, able to build strong internal and external relationships
High attention to detail with strong organisational and reporting skills
Ability to work independently, remain calm under pressure, and act with integrity
IT proficiency (Excel, Word, Outlook, PowerPoint) and experience with CRM systems (Orderwise desirable)
A proactive, can-do attitude with resilience and a commitment to excellent service