Customer Service Manager

As Customer Service Manager, you will:

• Lead, coach and develop a customer service team, creating a high‑engagement, customer‑centric culture
• Act as the key interface between Customer Service, Planning, Logistics, Warehousing and Commercial teams
• Own service KPIs including OTIF, order accuracy, response times, complaints and customer satisfaction
• Drive continuous improvement across order management, query resolution and customer communication
• Lead or support the implementation of customer service technology, such as chatbots, CRM systems, ticketing tools or automation
• Use data and insight to identify trends, root causes and opportunities to improve service and reduce avoidable workload
• Manage escalations professionally, ensuring commercial and customer outcomes are balanced
• Support change and transformation projects within the wider supply chain

About You

You’ll bring:

• Proven experience as a Customer Service Manager or Senior Customer Service Leader, ideally within manufacturing, FMCG, retail or supply chain‑led environments
• A strong understanding of order‑to‑cash and supply chain processes
• Experience implementing or optimising customer service technology (e.g. chatbots, CRM, customer portals, workflow tools)
• Confident people leadership skills with experience managing and developing teams
• A structured, data‑led approach to performance management and service improvement
• Excellent stakeholder management skills and the ability to influence cross‑functionally
• A practical, hands‑on mindset with the credibility to lead change

To apply for the role please send your CV to susannah.warrington@robertwalters.com