Customer Service Leader – Manufacturing & Ops Excellence

DS Smith Plc; Redditch; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

25 days holiday plus bank holidays

Pension scheme

Life assurance and income protection

Cycle to work scheme

Retail discounts

Digital GP Service & Employee Assist.

Job summary

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

You will champion process improvements, manage orders and inventory, and resolve complex customer issues while maintaining strong relationships with stakeholders.

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.
• Proficiency in Microsoft Office, particularly Excel.

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.
• Drive continuous improvement across service processes and systems.
• Oversee inventory management to meet customer and business requirements.
• Manage customer complaints and identify root causes; implement corrective actions.
• Build strong relationships with customers, Sales and internal stakeholders; review accounts for improvements.
• Lead cross-department initiatives to improve service, efficiency and customer satisfaction.

Skills

People management

Customer service leadership

Stakeholder management

Analytical thinking

Decision making under pressure

Communication skills

Tools

Salesforce

SharePoint

ERP systems

Microsoft Excel

Job description

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

You will champion process improvements, manage orders and inventory, and resolve complex customer issues while maintaining strong relationships with stakeholders.