Job Title: Customer Service Manager Location: Milton Keynes Hours: Monday to Friday 9am – 5:30pm (Site Based) Salary: Negotiable on experience GPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency, strong problem-solving abilities. You will lead from the front and be accountable for the end-to-end accuracy, flow, delivery-readiness of all customer orders and retention of those customers. This is a senior role to drive accountability, enforces high standards, and continually improves team performance and process control. Key Responsibilities: * continuous improvement and development of the CS team. * Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking. Aiming for exceptional customer service is key. * Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness). * Ensure order entry is correct the first timecodes, quantities, and dates must be fully validated. * Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues. * Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication. * Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation. * Utilising the B2B platform and taking complete ownership to ensure it meets the requirements for customer service. * Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy. Skills and Qualifications: * Previous experience in a customer service leadership role, preferably in B2B or luxury goods is essential. * Experience managing a team in a fast-paced, order-driven environment. * Strong communication and cross-functional collaboration skills. * Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel. * Clear understanding of logistics and fulfilment processes. * Strong attention to detail and ability to manage competing priorities