Customer Service Assistant Manager

NWF Group; Nantwich; On-site; GBP 30,000 - 34,000; Full time

Job summary

A logistics and distribution company in the UK is seeking a Customer Service Assistant Manager to oversee the customer service function within a production environment. This role involves managing customer orders and ensuring exceptional communication and service delivery. Candidates should have supervisory experience in customer service, strong leadership skills, and a solid understanding of production workflows. The position offers competitive pay and extensive training and development opportunities.

Benefits

Competitive salary

33 days holiday including bank holidays

Extensive training opportunities

Company pension and life assurance

Employee assistance programmes

Qualifications

• Previous experience in a supervisory role in customer service or FMCG.
• Strong team leadership and motivation skills.
• Ability to handle multiple priorities in a fast-paced environment.

Responsibilities

• Support the Customer Service Manager in leading the team.
• Act as a point of escalation for customer queries.
• Oversee order processing and monitor service KPIs.

Skills

Leadership skills

Strong communication

Customer relationship management

Ability to prioritize tasks

Tools

SAP

Job description

The Customer Service Assistant Manager will be responsible for supporting the day‑to‑day leadership of the customer service function within a production and co‑packing environment. This role ensures that customer orders, projects, and service requirements are managed efficiently, accurately, and with exceptional communication. Working closely with planning, production, logistics, and external partners, the Assistant Manager helps deliver a seamless customer experience from order placement through to final delivery.

Why Boughey?

• £30,000 rising to £34,000 per annum
• Monday to Friday 8.30am to 5pm
• 33 days holiday including bank holidays with the option to buy more
• Extensive progression opportunities across the wider group that has 2 other businesses
• Extensive training opportunities with funded accredited courses
• Discounts across shopping, groceries, travel, entertainment, dining, days out, health & beauty and much more!
• Medicash
• Long service awards
• The usual: company pension, life assurance, cycle to work scheme, employee assistance programme, free refreshments, free on‑site parking

Day to Day

• Support the Customer Service Manager in leading, coaching, and developing the customer service team.
• Act as the first point of escalation for complex customer queries or service issues.
• Build strong, professional relationships with key customers, ensuring their needs are understood and met.
• Oversee order processing, ensuring accuracy and timely communication of order status, changes, or risks.
• Support customer onboarding, new product introductions, and promotional activity coordination.
• Work closely with production planning, procurement, and co‑packing partners to ensure customer requirements are aligned with operational capabilities.
• Monitor order progress and proactively address delays, shortages, or quality concerns.Ensure all customer specifications, and packaging requirements are correctly communicated and executed.
• Track service KPIs such as OTIF, response times, and customer satisfaction.
• Identify recurring issues and collaborate with cross‑functional teams to implement improvements.
• Support the development and refinement of customer service processes, documentation, and systems.
• Assist with reporting, forecasting, and service‑related analysis.

What will you bring?

• Previous experience in a supervisory or leadership role within a customer service department. Experience within the FMCG, production or co‑packing department would be advantageous.
• Strong communication and relationship‑building skills, with the ability to lead and motivate a team from the front.
• Ability to manage multiple priorities in a fast‑paced, deadline‑driven setting.
• Solid understanding of production workflows, packaging components, and supply chain processes.
• Computer literate, SAP experience would advantageous.

Who are Boughey?

NWF Group comprises of 3 key businesses: NWF Fuels, NWF Agriculture & Boughey Distribution. Employing over 1,400 colleagues across the group, we encourage and empower our people to progress and move fluidly through the group, meaning the sky really is the limit when you join us!

What makes Boughey Distribution different? We store and transport food in a way that is best for our customers, people, communities and the planet! Boasting a 60-year heritage we are committed to on‑going investment in our facilities, vehicles, systems and our people. We have more than 1.5 million square feet of warehouse space alongside 160 trucks & 365 trailers, and we want you to be a part of it!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.