Customer Service & Logistics Manager

The Role

Reporting to the senior leadership team, you will be responsible for managing the customer service function and ensuring the smooth flow of products from warehouse to customer. You will act as the key link between customers, transport providers, warehouse operations, and internal stakeholders to ensure service levels are consistently achieved.

Key Responsibilities

• Lead and develop the Customer Service and Logistics teams to deliver exceptional service standards.
• Manage customer order processing, fulfilment, and delivery performance.
• Monitor and improve OTIF (On Time In Full) performance across the business.
• Build strong relationships with key customers, handling escalations and service issues professionally.
• Oversee transport planning and logistics operations, ensuring efficient and cost-effective deliveries.
• Collaborate with warehouse, supply chain, and procurement teams to optimise stock availability and customer service.
• Analyse service and logistics KPIs, identifying trends and implementing continuous improvement initiatives.
• Manage third-party logistics providers and transport partners.
• Drive process improvements to enhance operational efficiency and customer satisfaction.
• Ensure compliance with food industry standards, health & safety requirements, and company procedures.

About You

• Proven experience in a Customer Service Manager, Logistics Manager, Supply Chain Manager, or similar role.
• Background within food distribution, food manufacturing, FMCG, or a related fast-moving environment.
• Strong understanding of transport, warehousing, customer service, and order fulfilment processes.
• Experience managing and developing teams.
• Excellent stakeholder management and communication skills.
• Strong problem-solving and decision-making capabilities.
• Comfortable working with ERP systems and analysing operational data.
• Passionate about delivering exceptional customer experiences and continuous improvement.

What's on Offer

• Competitive salary and benefits package.
• Opportunity to join a growing and customer-focused business.
• A collaborative and supportive working environment.
• Career development opportunities within a successful organisation.
• Chance to drive meaningful operational improvements and shape the customer experience strategy.

If you are a proactive customer service and logistics professional who enjoys leading teams and delivering operational excellence, we'd love to hear from you.