Job Description
Our client is a leading fresh food distributor and brand builder across the UK / Ireland who are looking for a Customer Service Manager. The organisation is known for fostering a culture of continuous improvement, where employees are encouraged to learn, adapt and take ownership of change.
This Customer Service Manager role is central to delivering exceptional service across the organisation's customer base. You'll lead a customer service team responsible for processing orders accurately and on time, whilst managing complex logistics and supply chain relationships.
Responsibilities
* Oversee day-to-day customer service team activity, ensuring orders are processed accurately, on time and in full
* Support the team with sales order processing when required, maintaining quality standards
* Investigate service issues with the planning team, escalate appropriately and keep customers informed
* Manage supply issues and closures proactively, engaging account managers for alignment
* Maximise EDI order processing usage and ensure its ongoing maintenance and accuracy
* Provide weekly and monthly service reporting for internal and customer requests
* Manage and code shortages within the ERP system for accurate reporting
* Build and maintain excellent relationships with the sales team, gathering feedback and challenging for support
* Drive continuous improvement by learning from mistakes and optimising processes internally, with the 3PL provider and customers
* Support and develop team members to drive performance improvement
Requirements
* Proven experience as a Customer Service Manager in FMCG for 3+ years
* High level of technical capability including ERP systems, product databases and EDI
* Proactive problem-solving approach with strong attention to detail
* Ability to work independently and prioritise tasks in a fast-paced environment
* Excellent communication, organisational and multitasking skills, both internally and externally
* Proven ability to lead a team, provide support, hold people accountable and drive results
* Forward-thinking mindset, able to manage multiple tasks whilst modernising and automating processes
* Experience managing customer service operations and 3PL relationships
This is a hybrid role where you'll be expected to be in the office 3 days week in Central London
Salary bracket is from £45,000 - £55,000 + bonus and benefits