Full-time – Office Based (Monday to Friday, 9:00am–17:00pm)
Harper Recruitment Group is working in partnership with a successful distribution business based in Nottingham. An exciting opportunity has arisen for an experienced Customer Service Manager to lead a small team and oversee all customer service activity, including managing queries, complaints, order tracking and producing bespoke quotations. This role is ideal for someone who thrives in a fast-paced, hands-on environment and is confident working closely with warehouse and operational teams.
Responsibilities
* Managing a team of 2–3 Customer Service Advisors
* Handling escalated customer queries, complaints and service issues
* Managing order tracking, delivery updates and customer communication
* Producing bespoke quotes and supporting customers with tailored requirements
* Ensuring SLAs, quality standards and response times are consistently met
* Identifying process improvements to enhance customer experience
* Supporting cross-department communication with sales, warehouse and operations
* Maintaining accurate customer records and documentation
* Coaching, developing and motivating the team to achieve performance targets
Qualifications
* Experience in a Customer Service Manager or Senior Customer Service role
* Experience managing a small team within a commercial environment
* Strong background in handling customer queries, complaints and order management
* Ability to produce bespoke quotes and manage tailored customer requirements
* Experience within a distribution, logistics or product-based business is highly beneficial due to the hands-on nature of the role and close communication with warehouse operations
* Excellent communication skills with a calm, solutions-focused approach
* Strong organisational skills and the ability to prioritise in a fast-paced environment
* Confident using CRM systems and Microsoft Office
* A proactive leader who can motivate and develop a team
* Demonstrated longevity in previous roles, showing commitment and stability
What’s on offer
* Free on-site parking
* Company pension scheme
* Staff discount on products
* Training and development support
* Opportunity to progress within a growing business
* Standard company benefits package
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