Lead a team of experienced customer service specialists, driving process improvements and cross-functional collaboration in a fast-paced manufacturing environment. Client Details This is a global manufacturing operation headquartered in Liverpool, serving markets across Europe and beyond. They're a forward-thinking, process-driven organization that prioritises continuous improvement, strong internal plant relationships, and seamless order-to-cash excellence. Based in Liverpool, the company has a modern, high-tech manufacturing hub supporting its global service function. Description What You'll Be Doing: Lead, support, and develop a high-performing team of customer service specialists. Own and improve internal relationships with key operational stakeholders across the plant. Drive continuous improvement in the customer service order-to-cash process, leveraging tools such as SAP. Identify and eliminate inefficiencies in workflows, implementing best practice processes and systems. Work closely with the wider Customer Service leadership team to ensure global alignment in systems and service delivery. Monitor and report KPIs to drive operational insight and decision-making. Resolve escalated issues in collaboration with Supply Chain, Sales, and Quality teams. Participate in Lean Six Sigma and transformation projects. Support integration of customer service processes following acquisitions. Profile What We're Looking For: A hands-on leader with a strong background in customer service operations within a manufacturing environment. Proven experience working with SAP. A natural collaborator who can confidently build relationships with internal teams and influence positive change. A track record of driving service improvements and embedding new processes. Passionate about delivering exceptional service - someone who sets the standard themselves. Comfortable managing data, metrics, and reporting to inform continuous improvement. Your Background: Bachelor's degree in Business Administration or a related field. Solid experience managing or leading within a customer service function. Strong process and systems knowledge - especially in SAP and manufacturing settings. Excellent communication, negotiation, and problem-solving skills. Job Offer Hybrid & Flexible Working - Liverpool HQ, with just 2-3 days per week onsite Base Salary: £50k-£55k - Competitive for the region Excellent Pension Scheme - With strong employer contributions Generous Holiday Allowance - Plenty of time off to recharge Professional Training & Development - Ongoing support for career growth Clear Progression Path - Opportunities to advance within a global customer service function Modern Office Location - Contemporary workspace in Liverpool with a great atmosphere Free Onsite Parking - Convenient for those working at HQ Supportive & Collaborative Culture - Open, idea-driven environment