Customer Service Manager

Vertical Advantage Limited; England; Hybrid; GBP 60,000 - 65,000; Full time

Job summary

A dynamic FMCG company in Surrey is seeking an experienced Customer Service Manager to lead their team. The role involves overseeing order processing, resolving service issues, and maintaining customer relationships. Ideal candidates will have experience in FMCG, strong technical skills, and a proactive approach to problem-solving. The position offers a salary of £60,000 - £65,000 plus bonuses and benefits, with a hybrid working model requiring 2-3 days in the office.

Benefits

Bonus and benefits

Qualifications

• Experience managing customer service in a fast-paced environment.
• Ability to analyse complaints and identify trends.
• Strong organisational skills for managing multiple tasks.

Responsibilities

• Oversee daily activities of the customer service team.
• Ensure accurate and timely processing of orders.
• Provide service reporting to stakeholders.

Skills

Experience as a Customer Service Manager in FMCG

Technical capability with ERP systems

Proactive problem solving

Strong communication skills

Ability to work independently

Team leadership skills

Job description

Overview

We are looking for an experienced, proactive, organised and hands-on Customer Service Manager with proven team leadership skills to join our client a fast-paced, growing FMCG business based in the Surrey area.

The company distributes and builds a diverse portfolio of drinks, they have a with a focus on innovation, customer relationships, and operational excellence. You'll be working closely with planning, sales, logistics providers and over 200 customers.

The Candidate

• Proven experience as a Customer Service Manager in FMCG
• Strong technical capability, including use of ERP systems, product databases and EDI.
• Proactive problem solver with excellent attention to detail.
• Ability to work independently and prioritise tasks in a fast-paced environment.
• Strong communication, organisational, and multitasking skills, both internally and with customers.
• Experience leading and developing a team, driving accountability and results.
• Forward-thinking approach with the ability to modernise, automate and continuously improve processes.

Key Responsibilities

• Oversee day-to-day activity of the customer service team, ensuring orders are processed accurately and on time.
• Ensure service issues are investigated, escalated appropriately, and communicated clearly with both customers and account managers.
• Hold logistics partners accountable for delivering orders On Time & In Full, targeting service levels of 99%.
• Provide weekly and monthly service reporting for both internal stakeholders and customers.
• Analyse customer and consumer complaints, identifying trends and escalating where necessary.
• Maintain strong relationships with the sales team, collaborating on process improvements and data accuracy.
• Champion continuous improvement and encourage a culture of learning within the team.
• Support and develop team members to improve performance and engagement.
• This is hybrid role where you\'ll be in the office 2-3 days a week.

The salary bracket is from £60,000 - £65,000 + bonus and benefits