Job Description

Customer Service Team Lead – Packaging Manufacturer

Location: North West 
Type: Full Time
Department: Sales / Customer Service

Overview of the Role

We are a leading packaging manufacturer seeking a dedicated Customer Service Team

Lead to oversee a dynamic customer service team and ensure exceptional levels of customer satisfaction.

You will play a critical role in managing customer expectations, coordinating with internal departments, and

supporting external sales in delivering end-to-end project solutions.

Key Responsibilities

Customer & Sales Support

• Monitor and manage order intake to meet commercial and operational targets (e.g., MOQ, pricing,

• delivery times, stock levels).

• Liaise with logistics and production teams to guarantee timely and accurate delivery (OTIF).

• Maintain accurate customer data in company systems (SAP, GPT, SSS, etc.).

• Handle customer enquiries related to pricing, claims, samples, specifications, and general queries.

• Contribute to the development and execution of account plans and participate in key customer meetings.

• Encourage use of digital ordering platforms and support clients in adopting them.

• Coordinate subcontracting activities to ensure quality service.

• Collaborate with management to resolve service issues and identify improvement areas.

Team Leadership & Development

• Lead a team of Customer Service Coordinators and ensure alignment with sales procedures and internal standards.

• Identify skills gaps and provide ongoing coaching, training, and performance reviews.

• Deliver effective onboarding for new team members.

• Actively engage in your own training and development program.

Innovation & Communication

• Identify opportunities for customer innovation and relay insights during regular commercial meetings.

• Support internal reporting procedures and maintain reliable commercial data for strategic decision-making.

Marketing & Retention

• Organize plant visits and events to promote strong client relationships and retention.

• Represent the business in customer review meetings and promotional activities.

Your Profile

Education & Experience

• Diploma or equivalent required.

• Minimum 1 year of experience in:

  • Customer service

  • Sales or marketing

  • Product knowledge

• Previous experience in team leadership is preferred.

Technical & Functional Skills

• Knowledge of packaging products and order management processes.

• Basic understanding of health & safety practices.

Join our team and play a key role in delivering excellent service for a fast-paced, innovative packaging manufacturer.
Apply now and help us shape the future of customer excellence.