Commercial Customer Operations Manager

Border Biscuits Ltd; Lanark; Remote; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Professional growth opportunities

Development programs

Dynamic working environment

Free counselling and support services

Free 24/7 GP helpline

Optional salary sacrifice schemes

Volunteer opportunities in Lanark

Job summary

Border Biscuits Ltd in Lanark seeks an experienced Commercial Customer Operations Manager to drive service excellence, accurate demand planning and profitable growth across UK Foodservice and Out of Home channels. You will lead the sales operations team, collaborating with senior stakeholders to optimise customer outcomes and supply chain efficiency.

The role requires strong forecasting, data analysis and ERP/CRM experience, with a proactive, detail‑driven mindset and excellent cross‑functional

Qualifications

• Experience in customer service management, commercial operations, logistics, supply chain or account support.
• Experience in FMCG, Foodservice, Wholesale or Manufacturing environments.
• Forecasting, demand planning, order management and reporting experience.
• Strong Excel, numeracy, data analysis and systems capability.
• Export order administration, customs or shipping documentation experience would be advantageous.
• ERP/MRP, CRM or Power BI experience, or a relevant degree, CIPS or CILT qualification would be desirable.

Responsibilities

• Own customer forecasts and monthly demand submissions, tracking accuracy, bias, risks and opportunities.
• Process and monitor customer orders, communicating stock, delivery and service updates clearly and promptly.
• Coordinate with third-party logistics and supply chain partners to support agreed service and OTIF performance.
• Manage export orders, freight communication, shipping documentation and customer requirements.
• Maintain pricing, customer portals, CRM/master data and commercial records accurately.
• Prepare sales reports, KPI dashboards, customer reviews, tenders and presentations.
• Support promotions, NPD launches, customer onboarding and issue resolution.
• Lead cross-department projects to land seasonal packs and display units successfully.
• Drive proactive B2B communication and continuous improvement across service, forecasting and process efficiency.
• Plan, support and manage the development and targets of the customer operations team.

Skills

Customer service management

Commercial operations

Logistics

Supply chain

Account support

FMCG

Education

Relevant degree or certifications (CIPS/CILT)

Tools

ERP/MRP

CRM

Power BI

Excel

Job description

Join our deliciously creative team at Border Biscuits, a renowned and leading biscuit manufacturer based in the picturesque town of Lanark. With 40 years of heritage, we craft the finest biscuits using traditional methods and quality ingredients. Our commitment to excellence has earned us numerous awards and a loyal customer base, making Border Biscuits a household name throughout the UK and beyond.

As we continue to grow across Foodservice and Out of Home, we’re looking for an organised, customer-focused and commercially aware Commercial Customer Operations Manager to help us deliver excellent service, accurate planning and smooth customer operations.

ABOUT YOU:

Are you a proactive and detail-driven operations professional with a passion for great customer service? Do you enjoy turning forecasts, orders and customer insight into clear actions that keep things moving? If you’re commercially minded, highly organised and confident working across teams, you could be the perfect fit for our team.

THE ROLE:

The Commercial Customer Operations Manager will provide customer, forecasting, logistics, export and commercial support across our UK Foodservice and Out of Home channels. Working closely with the Head of OOH and National Account Manager, this role will lead the sales operations team to deliver strong service, accurate demand planning and profitable growth.

HOW YOU WILL IMPACT:

• Own customer forecasts and monthly demand submissions, tracking accuracy, bias, risks and opportunities.
• Process and monitor customer orders, communicating stock, delivery and service updates clearly and promptly.
• Coordinate with third-party logistics and supply chain partners to support agreed service and OTIF performance.
• Manage export orders, freight communication, shipping documentation and customer requirements.
• Maintain pricing, customer portals, CRM/master data and commercial records accurately.
• Prepare sales reports, KPI dashboards, customer reviews, tenders and presentations.
• Support promotions, NPD launches, customer onboarding and issue resolution.
• Lead cross-department projects to land seasonal packs and display units successfully.
• Drive proactive B2B communication and continuous improvement across service, forecasting and process efficiency.
• Plan, support and manage the development and targets of the customer operations team.

WHAT YOU WILL BRING:

• Experience in customer service management, commercial operations, logistics, supply chain or account support.
• Experience in FMCG, Foodservice, Wholesale or Manufacturing environments.
• Practical forecasting, demand planning, order management and reporting experience.
• Strong Excel, numeracy, data analysis and systems capability.
• Clear written and verbal communication skills with strong attention to detail.
• Export order administration, customs or shipping documentation experience would be advantageous.
• ERP/MRP, CRM or Power BI experience, or a relevant degree, CIPS or CILT qualification, would be desirable.

WHAT WE OFFER:

• A competitive salary with performance-based incentives that reward your success.
• Opportunities for professional growth and access to development programs to enhance your skills .
• A dynamic and supportive working environment with a friendly team.
• Access to free counselling and support services for personal and professional support.
• Free 24/7 GP helpline.
• Optional salary sacrifice schemes.
• Paid volunteering opportunities within Lanark.

At Border Biscuits, we are committed to creating an inclusive and diverse workplace. We welcome applications from candidates of all backgrounds and experiences. Please note that only shortlisted candidates will be contacted for further selection stages.

FMCG, NAM Experience in Top 4 multiple retailers, SMT experience, Branded experience, impulse category experience