1. This is a hands-on leadership role
2. Lead impactful change using tools like SAP.
About Our Client
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.
Job Description
What You'll Be Doing:
3. Lead, support, and develop a high-performing team of customer service specialists.
4. Own and improve internal relationships with key operational stakeholders across the plant.
5. Drive continuous improvement in the customer service order-to-cash process, leveraging tools such as SAP.
6. Identify and eliminate inefficiencies in workflows, implementing best practice processes and systems.
7. Work closely with the wider Customer Service leadership team to ensure global alignment in systems and service delivery.
8. Monitor and report KPIs to drive operational insight and decision-making.
9. Resolve escalated issues in collaboration with Supply Chain, Sales, and Quality teams.
10. Participate in Lean Six Sigma and transformation projects.
11. Support integration of customer service processes following acquisitions.
The Successful Applicant
What We're Looking For:
12. A hands-on leader with a strong background in customer service operations within a manufacturing environment.
13. Proven experience working with SAP.
14. A natural collaborator who can confidently build relationships with internal teams and influence positive change.
15. A track record of driving service improvements and embedding new processes.
16. Passionate about delivering exceptional service - someone who sets the standard themselves.
17. Comfortable managing data, metrics, and reporting to inform continuous improvement.
Your Background:
18. Bachelor's degree in Business Administration or a related field.
19. Solid experience managing or leading within a customer service function.
20. Strong process and systems knowledge - especially in SAP and manufacturing settings.
21. Excellent communication, negotiation, and problem-solving skills.
What's on Offer
22. Hybrid & Flexible Working - Liverpool HQ, with just 2-3 days per week onsite
23. Base Salary: £50k-£55k - Competitive for the region
24. Excellent Pension Scheme - With strong employer contributions
25. Generous Holiday Allowance - Plenty of time off to recharge
26. Professional Training & Development - Ongoing support for career growth
27. Clear Progression Path - Opportunities to advance within a global customer service function
28. Modern Office Location - Contemporary workspace in Liverpool with a great atmosphere
29. Free Onsite Parking - Convenient for those working at HQ
30. Supportive & Collaborative Culture - Open, idea-driven environment