Customer Service Manager

Customer Service Manager

Location:
Glenbervie, Aberdeenshire / Hybrid
Contract:
Permanent

Join our Team at Macphie - Let us introduce ourselves...

Macphie, an internationally acclaimed family ingredient manufacturer, proudly situated in the picturesque and tranquil landscapes of Glenbervie in Aberdeenshire with sites in Glasgow and Midlands too. Our expertise spans across a spectrum of delectable delights, including sauces, bakery creations, and heavenly ice cream toppings. We also cater to the evolving culinary landscape with our plant-based and gluten-free offerings. Trusted partners to some of the globe's leading food brands, we are dedicated to transforming ideas and creativity into tangible, delectable solutions.

Are you an experienced Customer Service or Customer Operations leader who enjoys developing people, solving problems and improving how things are done?

We’re looking for a Customer Service Manager to lead our established team at Glenbervie, supporting B2B customers across the UK, Europe and international markets. You’ll lead the day-to-day operation, manage customer escalations and ensure orders are fulfilled accurately and efficiently.

This is a hands-on leadership role
, so you’ll be just as comfortable leading and developing your team as you are rolling up your sleeves and getting involved in day-to-day customer service when needed.

You’ll also help us develop the function to become even more proactive, structured and insight-led – improving processes, building team capability and using data to identify and prevent recurring issues. Working closely with Supply Chain, Commercial and teams across the wider business, you’ll help deliver a great customer experience while supporting our wider business goals.

Some of your key responsibilities will include:

• Leading, coaching and developing the Customer Service team.
• Managing workload and resource planning to ensure effective service coverage.
• Overseeing the end-to-end order management process and supporting strong OTIF performance.
• Acting as an escalation point for complex customer, supply and delivery issues.
• Using customer service data and KPIs to identify trends, root causes and opportunities for improvement.
• Working cross-functionally to develop solutions and improve processes.
• Supporting forecasting and demand planning through relevant customer and order insights.
• Working with Commercial to share customer intelligence and strengthen customer relationships.
• Leading continuous improvement across customer service, order management and fulfilment.

We’re ideally looking for someone with experience leading a Customer Service, Customer Operations or similar function
, ideally within a fast-paced B2B environment such as FMCG, food manufacturing or manufacturing.

You’ll bring strong experience in customer service leadership, people development, operational problem-solving and continuous improvement
, with the confidence to lead a team while also getting hands-on when needed.

• Proven experience leading a Customer Service, Customer Operations or similar team.
• A strong track record of developing people and improving team capability and performance.
• Experience working within a busy B2B environment where priorities can change quickly.
• A proactive approach to problem-solving, with the ability to look beyond the immediate issue and identify its root cause.
• Confidence making decisions and balancing customer requirements with wider commercial and operational considerations.
• Experience improving processes and challenging established ways of working constructively.
• Strong relationship-building skills and the ability to work effectively across different functions.
• A hands-on leadership style and willingness to support your team when…