Customer Service Leader: Build Teams & Excellence

DS Smith Europe; Redditch; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Discretionary bonus

25 days holiday

Pension scheme

Life assurance

Income protection

Digital GP Service

Employee Assistance Programme

Cycle to work scheme

Retail discounts

Job summary

DS Smith Redditch is seeking an experienced Customer Service Manager to lead and develop the customer service function in a fast-paced manufacturing environment. You will drive service excellence, manage a high-performing team and collaborate with Sales, Operations, Production and Supply Chain to ensure exceptional customer experiences.

You will shape customer service strategy, implement process improvements and monitor KPIs such as OTIF and customer satisfaction.

Qualifications

• Proven experience in a Customer Service Manager or similar leadership role.
• Experience managing and developing customer service teams.
• Strong people management and coaching skills.
• Ability to make effective decisions in a fast-paced environment.
• Excellent communication and stakeholder management skills.
• Advanced customer service expertise with a strong customer-first mindset.
• Proficiency in Microsoft Office, particularly Excel.
• Strong analytical and problem-solving abilities.

Responsibilities

• Lead, coach and develop the Customer Service team to drive engagement and performance.
• Oversee the day-to-day running of the Customer Service function and monitor KPIs.
• Ensure accurate order processing and on-time delivery, and oversee inventory management.
• Manage customer complaints and drive timely issue resolution.
• Build strong relationships with customers, Sales and internal stakeholders.
• Lead continuous improvement initiatives across service, processes and systems.
• Promote and maintain a strong health and safety culture.

Skills

Leadership

People management

Coaching

Decision making

Stakeholder management

Excel

Analytical thinking

Tools

Microsoft Office

Job description

DS Smith Redditch is seeking an experienced Customer Service Manager to lead and develop the customer service function in a fast-paced manufacturing environment. You will drive service excellence, manage a high-performing team and collaborate with Sales, Operations, Production and Supply Chain to ensure exceptional customer experiences.

You will shape customer service strategy, implement process improvements and monitor KPIs such as OTIF and customer satisfaction.