Customer Services Account Manager

Hemsby, Norfolk
P&S Personnel Services Limited

P+S Personnel are pleased to be working on behalf of our clients, who are currently recruiting a Customer Services Account Manager to join their team based in Great Yarmouth on a full time, permanent basis.

Role Summary

The Customer Services Account Manager is responsible for managing key customer relationships, ensuring exceptional service delivery across the order lifecycle. This role acts as the primary point of contact for assigned accounts, coordinating internally to meet contractual, technical, and schedule requirements. The position demands a proactive, detail-driven individual who can operate confidently in a regulated and fast-moving environment.

Main Responsibilities:

Customer Relationship & Account Management

• Serve as the main liaison for designated customers, maintaining strong, trust-based relationships.
• Understand customer requirements, programme context, and long-term objectives to ensure responsive and informed service.
• Manage customer expectations on lead times, orders, delivery schedules, and performance metrics.
• Conduct regular account reviews and support customer audits, visits, and programme meetings.

Order Management & Service Delivery

• Oversee the end-to-end order process, including order entry, acknowledgement, change control, shipment coordination, and delivery confirmation.
• Ensure order accuracy, configuration compliance, and timely communication of any risks or changes.
• Coordinate internally with planning, engineering, quality, production, and logistics to resolve issues quickly and effectively.
• Track delivery performance (OTD), escalate risks, and drive corrective actions with internal teams.

Programme & Contract Support

• Support the interpretation of customer contracts, terms, and defence-sector requirements.
• Ensure adherence to export controls, security protocols, quality standards (e.g., AS9100, ISO9001), and compliance procedures.
• Assist in preparing quotations, pricing updates, and proposal submissions for follow-on business or customer requests.

Reporting & Continuous Improvement

• Prepare account performance reports, forecasts, and service metrics for internal leadership and customer presentations.
• Analyse trends in demand, quality, and delivery performance to identify improvement opportunities.
• Contribute to process optimisation initiatives that strengthen customer experience and operational efficiency.

Person Specification:

• Ability to interpret contract terms and customer documentation.
• Confidence in presenting updates to customers and internal leadership.
• Data-driven mindset with the ability to turn insight into practical action.
• Proactive, resilient, and comfortable working in an environment with tight deadlines and high stakes.

Qualifications & Experience

• Proven experience in a customer service, account management, or programme support role, ideally within defence, aerospace, or another regulated industry.
• Strong understanding of order management processes and customer service principles.
• Ability to work with technical information and collaborate effectively with engineering and manufacturing teams.
• Familiarity with ERP/MRP systems and standard business software (Excel, Word, PowerPoint).
• Excellent communication, relationship-building, and problem-solving skills.
• Demonstrated ability to manage multiple priorities and maintain accuracy under pressure.
• Eligibility and willingness to comply with defence-sector security and export control requirements.

If this is a role you are interested in, please apply online ensuring your CV is up to date.