Job Description
Job Title: Customer Service Manager
Location: Leeds
Salary: £45,000 – £55,000
Sector: Manufacturing
We are recruiting on behalf of a well-established manufacturing organisation based in Leeds, who are seeking an experienced Customer Service Manager to lead and develop their sales order processing and customer service function.
This is a key leadership role, responsible for overseeing the end-to-end customer journey - from initial enquiry and quotation through to order fulfilment and delivery - while driving continuous improvement across people, processes, and service levels.
The Role
As Customer Service Manager, you will:
* Lead, manage, and develop a team responsible for sales order processing and customer enquiries
* Oversee the full order lifecycle, from quote through to delivery
* Act as the escalation point for complex customer issues, ensuring timely and effective resolution
* Work closely with sales, production, supply chain, and logistics teams to ensure seamless service delivery
* Analyse performance, identify trends, and implement improvements to enhance the customer journey
* Contribute strategically to service, operational, and commercial improvements
* Drive a customer-centric culture focused on quality, efficiency, and long-term relationships
About You
* Proven experience in a Customer Service Manager or Sales Operations leadership role
* Background within manufacturing, engineering, or a similar operational environment
* Strong people management and team development skills
* Experience managing order-to-delivery processes in a fast-paced setting
* Strategic mindset with a hands-on, problem-solving approach
* Excellent communication and stakeholder management skills