Customer Service Manager

The Customer Service Manager is responsible for leading a team of three Customer Service Specialists in ensuring our customers (internal and external) receive exceptional levels of service. The Customer Service Manager will be responsible for the motivation, training, and development of the team and ensuring they champion a customer-first approach. In addition to this, the Customer Service Manager will be responsible for increasing the capability of the team through the adoption of group tools and automations to remove manual work. They will be responsible for managing robust order-to-cash processes and ensuring compliance with all local regulations. The Customer Service Manager will sit on the Supply Chain Management team and will be responsible for contributing to the wider team performance and engagement, as well as supporting key projects. RESPONSIBILITIESAreas that play to your strengths All the responsibilities we'll trust you with:

• Direct line management of the three Customer Service Specialists.
Support the team in setting clear and measurable objectives with regular performance reviews and targeted coaching to aid their personal development. Provide regular developmental feedback. Responsible for the training and recruitment of new hires within the Customer Service team. Able to step in and support the team where required. Maintain a strong team spirit and a positive, service-driven approach.
• Day-to-day management of the Customer Service team to ensure all customer queries are dealt with in a timely and professional manner.
Work alongside the Planning & Logistics teams to ensure the team is briefed on all topics that might impact product availability or order fulfillment. Work with our Commercial teams on the communication of any out-of-stocks. Work alongside our Logistics team to ensure excellent levels of service to our customers, while monitoring cost to serve. Work alongside our planning team to ensure product allocations are managed effectively to maximize availability. Control and set up robust processes to manage Customer Orders, Credit Notes, and Returns in a timely manner.
• Working with the Data & Systems specialist to ensure all Customer Master data is correctly maintained within SAP (ERP) & CPM (Commercial Planning Tool) and that pricing is set up correctly.
Ensure that all EDI flows are correctly set up with our customers. Support with the Month and Year End tasks, including all audit steps.
• Using SAP and BI: Prepare regular and ad-hoc presentations on the team's performance against agreed KPIs.
Prepare ad-hoc analyses for the business/wider supply chain team on delivery lead-time, service levels, and out-of-stocks, in addition to other ad-hoc tasks. Work with the Data & Systems specialist in unlocking further reporting capabilities.
• Play an active role as part of the Supply Chain Management team in driving and improving employee engagement across the total team.
Support the delivery of projects within the team. Work with the Data & Systems specialist to introduce new ways of working and technologies for the team.


• SAP knowledge (MM & SD modules) in an OTC environment is essential.
• Experience within a fast-paced supply chain is preferable.
• Previous people management experience is preferred.
• A good level of proficiency in Microsoft Excel (VLOOKUPs, Pivot Tables, SUMIFs, etc.).
• A continuous improvement mindset.
• High attention to detail.
• A clear communicator who is able to build relationships across all levels of the business.
• FMCG and Project Management experience is an advantage.
• Travel 0-10%