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