Customer Service Manager - Logistics

Customer Service Manager - Logistics (Entirely office based)

The Role

You will take ownership of the end-to-end customer journey, ensuring smooth order processing, fulfilment and aftercare, while driving continuous improvement across processes and systems.

Key Responsibilities

Customer Fulfilment & Operations

• Manage order processing, invoicing, and packing in line with credit controls
• Coordinate shipping, logistics, and international courier arrangements
• Oversee returns, warranties, and product fulfilment processes
• Identify and implement process improvements to enhance efficiency

Team Management

• Lead, mentor and develop a team of 4
• Upskill team members and monitor performance standards
• Conduct regular reviews and support continuous development

Customer & Technical Support

• Respond to customer queries, including basic technical enquiries
• Manage ticketing systems and ensure KPIs are met
• Escalate complex product or legal issues where required
• Support product testing, demonstrations, and documentation

Warehouse & Office Support

• Assist with stock control, booking in/out goods, and stocktaking
• Support warehouse operations including deliveries and dispatch
• Oversee office facilities (e.g. photocopiers, franking machines)

Skills & Experience Required

• Previous experience in a customer service management role within a product-based environment
• Strong leadership skills with the ability to motivate and develop a team
• Excellent customer service skills with a professional and empathetic approach
• Confident handling customer queries over the phone
• Experience using CRM systems
• Proficient in Excel
• Highly organised with strong attention to detail and the ability to multitask