Customer Service Manager

Customer Service Manager
Basic Salary - Up to £47k
Onsite

Yolk Recruitment are working on behalf of massive packaging company in search for a customer service manager to ensure the delivery of world-class customer service to all customers, including sister sites. This role is a key driver in supporting the team members while focusing on the continual development and improvement of internal systems, procedures, and processes.

The role requires strong business relationships across the entire group while serving as an excellent internal and external ambassador for the brand. This role oversees, performance manages and engages the team to ensure they deliver excellent service to the account base and all internal stakeholders.

Key Responsibilities

• Lead, performance manage and develop all members of the Customer Service team.
• Set and continually review KPIs for the Customer Service team in line with overall business objectives.
• Conduct and review quarterly one-on-ones with each team member to assess performance against KPIs, analyse training gaps, and drive engagement.
• Own and develop all key metrics to enable the Sales and Customer Service teams to make well-informed, data-driven decisions.
• Play a key role in the implementation of SAP, aiding integration across the Customer Service and Sales functions.
• Ensure adherence to and exceeding of set KPIs such as On-Time in Full (OTIF), aged stock, customer satisfaction, and aged debt.
• Professionally liaise with internal departments and share best practices as appropriate. Lead daily Sales Operations and Planning meetings and brief the team accordingly.
• Build strong business relationships with high-profile customers and attend formal business review meetings in support of BDM/BDEs.
• Improve the performance of the Customer Service team by analyzing and closing developmental gaps through coaching, mentoring, and ongoing training.
• Support the technical function from a sales/customer perspective by engaging in and improving the New Product Development (NPD) / Existing Product Development (EPD) process.
• Maintain knowledge and a broad understanding of all customer accounts.

Required Experience / Skills

• Minimum of 3 years in a similar role within a manufacturing business (experience in packaging, paper, or food manufacturing is advantageous).
• In-depth knowledge of SAP and its application in a Customer Service context.
• Extensive experience in leading large teams and a track record of achieving targets.
• Proven experience managing high-profile, high-value customer accounts, with demonstrated ability to grow, retain, and engage customers.

• Strong leadership with the ability to drive team engagement while balancing performance.
• Ability to understand strategic business direction and support processes to achieve targets.
• Proficiency in Microsoft Office, particularly Excel at an advanced level.
• Strong analytical and problem-solving skills.
• Project management and accurate data management, including internal and external reports.
• Maintain communication standards across the team, ensuring assertive yet polite interactions.

Benefits

• Basic £45K-£47K
• Bonus subject to negotiation ~£3K
• 25 Days Holiday
• 10% Pension, including 4x Life Cover
• Private Health Care (Individual)
• Salary Sacrifice options available
• Employee Discount scheme