RA034 || Customer Service Contract Manager

Nationwide

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