Customer Services Manager
Core
Lead FFE's Customer Operations function to ensure exceptional customer experience from order receipt through fulfilment and aftersales support for fire detection products.
Role type
Senior Customer Services Manager (Operations)
Builds
Fire safety detection systems (optical beam smoke detectors, flame detectors, aviation extinguishers)
Domain
Manufacturing / Fire Safety / Industrial Safety
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, order management, logistics coordination, stakeholder management, analytical problem-solving, ERP/CRM proficiency, manufacturing environment experience
Preferred skills
Fire safety industry knowledge, international logistics, process improvement methodologies (Lean/Six Sigma)
Technologies
ERP, CRM, Microsoft Excel
Responsibilities
Lead and develop a team of five customer operations professionals; manage customer enquiries, quotations, orders, and aftersales requests; coordinate between Sales, Production, Procurement, and Logistics; drive continuous improvement of customer-facing processes; act as primary escalation point for complex operational issues; ensure compliance with quality standards and regulatory requirements.
Seniority
Senior, hands-on IC with team leadership