Job Description: Overview of role

The Customer Services Manager leads a high-performing team that is at the heart of our customer experience, ensuring excellent service, seamless order management, effective issue resolution, and strong customer supply chain collaboration across all customers.

Responsible for delivering accurate and efficient processing of customer transactions, including orders, credits and price changes, the role safeguards service levels, drives swift resolution of customer enquiries, and coordinates cross-functional activity across Sales, Planning, Logistics, Finance, Manufacturing and 3PL partners.

As a people leader, you will coach and develop the Customer Services team to deliver outstanding service, proactive customer communication, exceptional order accuracy, and continuous performance improvement.

Acting as the voice of the customer within the business, you will build strong relationships, balance customer expectations with operational capability, and work collaboratively to improve availability, OTIF performance, forecast accuracy, and end-to-end service excellence.

Key Accountabilities

Maintain excellent customer service levels while strengthening order accuracy, communication and issue resolution. 

•  Improve visibility of customer service KPIs and use insight to drive root cause fixes rather than repeat firefighting. 

•  Build strong ways of working with Customer Supply Chain teams, Sales, Planning, Logistics, Finance, sites and 3PLs to protect customer availability and trust. 

•  Develop a capable, resilient and customer-focused team that can support future growth and business change, supported by efficient processes & systems. 

•  Deliver opportunities to reduce cost to serve in collaboration with Customers. 

•  Overseeing order capture, order management, allocation, dispatch readiness (including customs compliance), invoice query support and customer communication from order creation through to delivery. 

•  Monitoring service KPIs including OTIF, order accuracy, case fill, customer complaints, query ageing and customer scorecards, ensuring gaps are understood and mitigated. 

•  Acting as the senior escalation point for customer service issues, working with Sales, Planning, Logistics, Finance, manufacturing sites and 3PLs to resolve problems quickly and professionally.