We are looking for an experienced, proactive, organised and hands-on Customer Service Manager with proven team leadership skills to join our client a fast-paced, growing drinks business based in the Surrey area.
The company distributes and builds a diverse portfolio of drinks, they have a with a focus on innovation, customer relationships, and operational excellence. You'll be working closely with planning, sales, logistics providers and over 200 customers.
The Candidate
* Proven experience as a Customer Service Manager in FMCG
* Strong technical capability, including use of ERP systems, product databases and EDI.
* Proactive problem solver with excellent attention to detail.
* Ability to work independently and prioritise tasks in a fast-paced environment.
* Strong communication, organisational, and multitasking skills, both internally and with customers.
* Experience leading and developing a team, driving accountability and results.
* Forward-thinking approach with the ability to modernise, automate and continuously improve processes.
Key Responsibilities
* Oversee day-to-day activity of the customer service team, ensuring orders are processed accurately and on time.
* Ensure service issues are investigated, escalated appropriately, and communicated clearly with both customers and account managers.
* Hold logistics partners accountable for delivering orders On Time & In Full, targeting service levels of 99%.
* Provide weekly and monthly service reporting for both internal stakeholders and customers.
* Analyse customer and consumer complaints, identifying trends and escalating where necessary.
* Maintain strong relationships with the sales team, collaborating on process improvements and data accuracy.
* Champion continuous improvement and encourage a culture of learning within the team.
* Support and develop team members to improve performance and engagement.
This is hybrid role where you'll be in the office 2-3 days a week.
The salary bracket is from £60,000 - £65,000 + bonus and benefits.