RA034 || Customer Service Contract Manager

RA034 || Customer Service Contract Manager

Nationwide

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Reports to:                              Head of Contract Management

Department:                            Customer Service

Location:                                 Nationwide

Closing Date:                          Friday 30th Janaury 2026

 

Role Purpose

• For specified customers, be the JHUK’s primary point of contact for support; control and monitor the performance of the contract(s) throughout the term.
• Maximise revenue and profit from all cross-selling opportunities available to the Jungheinrich Group.
• Within your customer base, ensure full compliance of all Health & Safety related topics.
• Work with the Senior Management Team within CS to ensure the company’s overall objectives and goals are achieved, including the development of reporting tools/suites.

 

Role Responsibilities

• Promote the health, safety and welfare of our people and champion a safety-first culture within our business
• Monitor and control the complete contract performance for specified customers
• Utilising company reporting, ascertain the fundamental profitability of these contracts
• Proactively identify and suggest plans to minimise loss making business or further improve profitable contracts
• Work closely with all other areas of the business to drive this focus on profit
• Remove all “silo” thoughts around the business and promote a company-wide financial picture.
• In a timely manner, research the best possible financial solution for both Jungheinrich and the customer through either contract extensions, new/used equipment profiles or a mixture.
• Work with a proactive, consultative approach to your customers to be seen by them as a trusted advisor.
• Improve customer utilisation of fleet, address excess hours and limit end of contract exposure
• Drive fleet optimisation and usage
• Implement and deliver a Customer Service strategy that delivers our financial and customer service expectations and objectives
• Be a key driver in delivering the best levels of customer service to our customers
• Liaise with relevant engineers / ASMs and HOCS in the delivery of customer service targets and objectives
• Visit customers as planned or requested and share KPI data
• Optimise performance and results through the regular review of available data and metrics
• Maximise all service sales opportunities, including but not limited to service market share

In addition to the duties and responsibilities listed, the job holder may be required to perform other duties assigned by the Customer Service Team

 

Role Requirements

• An experienced individual who either has managed people or customers previously or can develop to such a role
• IT literate, in particular Microsoft office
• Strong numeracy and analytical skills
• The ability to work with, coach and influence people at all levels
• A self-starter with strong time management
• Ability to work under pressure, putting the customer at the heart of what we do
• The ability to translate objectives into action plans and results
• Understanding of working with SAP

 

Competencies Required

• Strong interpersonal skills
• Management skills and experience of delivering required targets and objectives
• An accountancy / profit led focus
• Drive and determination
• Analysis / Business Acumen / Customer Orientation
• Influencing / Negotiation / Accountability
• Initiative / Communication / Passion
• Integrity / Respect