Customer Service Manager

Customer Service Manager

Location: Ormskirk - Hybrid - 2days WFHSalary: Up to £53,000 per annum

About the Role

An exciting opportunity has arisen for an experienced Customer Service Manager to lead and optimise the end-to-end customer service and outbound logistics function for a major manufacturing business operating across the UK, Ireland, and international markets.

This role is responsible for ensuring exceptional customer service, efficient order management, export coordination, transport performance, and continuous improvement across the supply chain. Acting as the voice of the customer, you will work closely with commercial, operational, and planning teams to align demand, service delivery, and business objectives.

Key Responsibilities

• Lead and develop a customer service team, ensuring high levels of performance and engagement.
• Manage the order fulfilment process from receipt through to delivery across domestic and export markets.
• Drive continuous improvement initiatives across customer service, logistics, and supply chain processes.
• Oversee transport operations and third-party logistics providers to ensure service excellence and cost efficiency.
• Monitor and manage transport expenditure, ensuring budget control and invoice accuracy.
• Ensure continuity of supply and outbound service performance across multiple markets and customer groups.
• Produce and analyse KPI reports to support operational performance and strategic decision-making.
• Collaborate with internal stakeholders including Sales, Operations, Planning, Procurement, Quality, and Finance.
• Resolve customer enquiries and complaints efficiently, maintaining strong customer relationships.
• Support the delivery of commercial objectives through excellent customer service and supply chain performance.

About You

We are looking for a proactive and commercially aware leader with a strong background in customer service, logistics, and supply chain operations.

Essential Skills & Experience:

• Proven experience within customer service, logistics, warehousing, or supply chain management.
• Experience managing and developing teams.
• Strong knowledge of transport operations and third-party logistics management.
• Proficiency in SAP or similar ERP systems.
• Strong analytical skills with experience producing and interpreting KPI data.
• Excellent stakeholder management and communication skills.
• Ability to drive continuous improvement and operational efficiencies.
• Strong organisational and problem-solving abilities.

Package & Benefits

• Competitive salary
• Performance-related bonus scheme
• Private healthcare
• Enhanced pension contribution
• Generous annual leave allowance, increasing with service
• Salary sacrifice benefits
• On-site facilities including parking and EV charging
• Employee wellbeing and development programmes

If you're a customer-focused supply chain professional looking to make a significant impact within a fast-paced manufacturing environment, we'd love to hear from you.

Please only apply if you have the relevant experience for this role.