Customer Service Manager
D R Newitt Recruitment
Job Description
Customer Service Manager
Location: Bristol Area
Salary: Up to £55,000 DOE
Department: Internal Sales
Reports to: Planning & Capacity Manager
Team: 5 Customer Service Coordinators
The Role
We are looking for an experienced Customer Service Manager to lead a team of five and take ownership of the internal sales and customer experience function.
This is not a traditional order-processing role. You'll combine people leadership, customer account management, internal sales and continuous improvement, working closely with Sales, Planning, Production and senior stakeholders.
Key Responsibilities
- Lead, coach and develop a team of five Customer Service Coordinators.
- Build a high-performing, customer-focused culture.
- Manage key customer relationships and attend customer meetings.
- Handle escalated customer issues through to resolution.
- Drive proactive internal sales and commercial opportunities.
- Work closely with Planning, Sales and Operations to deliver customer commitments.
- Identify and implement process and customer experience improvements.
- Act as the team's Cobis (OTC) super user.
About You
- You'll have experience in Customer Service, Internal Sales or Account Management, with a strong commercial and customer-focused approach.
- An experienced and confident people manager.
- A strong communicator and relationship builder.
- Commercially aware and proactive.
- Comfortable managing different personalities and having difficult conversations.
- Confident dealing with customers and internal stakeholders.
- Organised, analytical and focused on continuous improvement.
- Experience within manufacturing, FMCG, food, distribution or another B2B environment would be advantageous.
What's on Offer?
A genuine opportunity to shape the customer experience function, develop a team and make a visible commercial impact within the business.