Job title: Customer Service Manager - Packaging
Job type: Permanent
Emp type: Full-time
Salary type: Annual
Salary: negotiable
Job published: 11-07-2025
Job ID: 32770
Contact name: Kerry Ball
Phone number: +441616371551

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.