Job Description Customer Service Manager – Manufacturing Sector Location: North West Type: Full-Time The Opportunity A well-established manufacturing organisation is seeking a Customer Service Manager to lead and develop its customer service function, ensuring a seamless and high-quality experience across all customer touchpoints. This is a pivotal role within the business, responsible for managing the end-to-end customer journey, driving service performance, and leading a team to deliver operational excellence. You will act as a key interface between customers, sales, production, and logistics, ensuring alignment and efficiency throughout. Key Responsibilities Customer Experience & Operations Take full ownership of customer service performance, ensuring service levels meet both customer expectations and business objectives Oversee order management processes, ensuring accuracy, efficiency, and alignment with commercial targets Work closely with production, planning, and logistics teams to ensure timely and accurate delivery Manage customer communications across queries, pricing, claims, and service issues Ensure customer data and system records are accurate and maintained across internal platforms Drive adoption of digital tools and ordering platforms to enhance customer efficiency Lead resolution of complex service challenges, implementing long-term improvements Leadership & Team Development Lead, coach, and develop the customer service team to deliver high performance Set clear objectives, monitor KPIs, and manage performance reviews Identify training needs and support ongoing development across the team Foster a culture of accountability, collaboration, and continuous improvement Process Improvement & Strategy Review and optimise customer service processes to improve efficiency and service levels Analyse performance data and provide insights to senior leadership Collaborate with commercial and operational teams to support wider business strategy Implement best practices and drive consistency across the function Customer Engagement & Retention Build strong relationships with key customers, supporting retention and long-term partnerships Participate in customer meetings, reviews, and business discussions Support initiatives that enhance customer satisfaction and loyalty About You Experience & Background Proven experience in a customer service management role Background in manufacturing, packaging, or a related industry is advantageous Experience managing teams and driving performance in a fast-paced environment Skills & Knowledge Strong leadership and people management capabilities Excellent problem-solving and organisational skills Commercial awareness with the ability to balance customer needs and business goals Confident communicator with a professional and proactive approach Experience with CRM/ERP systems and customer service processes Good working knowledge of Microsoft Office tools