The Customer Service & Commercial Manager is responsible for ensuring revenue quality and delivering a high standard of customer experience. This role leads the customer service function while serving as the commercial gatekeeper for quotes and customer purchase orders.

The ideal candidate combines strong customer leadership skills with commercial judgment, contract awareness, and the confidence to enforce company policies. This position plays a critical role in protecting margin, managing risk, and ensuring that all accepted orders are executable and aligned with company standards.

KEY RESPONSIBILITIES

Commercial Governance & Revenue Protection

• Review complex and non-standard quotes prior to release

• Ensure proper payment terms, including pre-payment requirements for non-stock items

• Enforce no-cancellation and no-return policies

• Review incoming customer purchase orders for alignment with quoted terms

• Identify and escalate discrepancies in pricing, delivery expectations, payment terms, or contractual language

• Review customer Terms and conditions (T&C) and coordinate resolution of conflicts

Customer Service Leadership

• Lead and develop the customer service team

• Establish clear service standards and accountability

• Manage escalations and complex customer situations

• Improve response times, order accuracy, and communication consistency

• Train customer service staff on commercial policies and risk awareness

Process Improvement & Cross-Functional Coordination

• Improve quote and order workflows to reduce errors and rework

• Standardize quote language and expectation-setting communication

• Partner with sales, purchasing, and operations to ensure executable commitments

REQUIRED QUALIFICATIONS

• 5+ years of experience in customer service leadership, commercial management, sales support, or related role

• Experience reviewing contracts, payment terms, or customer terms and conditions (T&C) preferred

• Background in distribution, manufacturing, or complex product environments strongly preferred

• Strong understanding of margin, pricing, and payment terms

• Ability to confidently enforce policies and manage cross-functional conflict

• Excellent communication and organizational skills

• High attention to detail with strong commercial judgment

DESIRED ATTRIBUTES

• Assertive but professional communicator

• Process-oriented and structured

• Solutions-focused and customer-minded

TECHNOLOGY / SYSTEM REQUIREMENTS

• Serve as functional owner of customer-facing systems including HubSpot (CRM) and NetSuite (ERP) as they relate to quoting, order processing, and customer management

• Ensure data integrity between CRM and ERP systems to support accurate quoting, order entry, and reporting

• Establish and enforce CRM discipline across the sales and customer service teams

• Partner with finance and operations to ensure NetSuite configurations support commercial policies, payment terms, and order accuracy

• Develop dashboards and reporting metrics to track revenue quality, order accuracy, and customer service performance