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