Customer Service Manager

Williams Recruitment Partners Ltd; Errol; On-site; GBP 40,000 - 55,000; Full time

Job summary

Williams Recruitment Partners Ltd is recruiting a Customer Operations Manager for an Errol, Perthshire site. You will own customer communications, lead demand forecasting and manage the S&OP process while supporting the Production Planning Manager during absences.

This is a brand-new cross-functional role bridging customers, Sales, Operations, Planning and Supply Chain in a manufacturing environment. Monday–Friday, 8:00am–5:00pm, on-site in Errol, with exposure to major retailers and wholesalers.

Qualifications

• Experience in customer operations, customer service, or planning in manufacturing.
• Strong sales forecasting and customer demand understanding.
• Experience dealing with retailers or wholesalers.
• Knowledge of production planning principles.
• Exposure to S&OP.
• Strong analytical and Excel skills.
• ERP/MRP or planning-system experience advantageous.

Responsibilities

• Act as a key contact for customers including major retailers and wholesalers.
• Manage inbound enquiries and proactive outbound communications on orders and deliveries.
• Handle order changes and delivery issues; respond to customer queries.
• Generate accurate sales forecasts using demand data and seasonality.
• Analyse forecast accuracy and identify changes in demand.
• Own and coordinate the S&OP process.
• Coordinate with Sales, Operations, Planning and Supply Chain to align demand with production.
• Coordinate delivery slots and customer requirements.
• Deputise for Production Planning Manager during absences.

Skills

Customer operations

Demand forecasting

Analytical skills

Excel skills

Tools

ERP systems

MRP

Planning software

Job description

Customer Operations Manager

Location: Errol, Perthshire

Salary: £40,000-£55,000 per annum

Hours: Monday-Friday, 8:00am-5:00pm

Working Pattern: Fully site-based

Employment Type: Full-time, Permanent

The Opportunity

I'm working with a well-established and rapidly growing manufacturing business based in Errol, Perthshire, who are looking to appoint a Customer Operations Manager.

This is a brand-new, broad, cross-functional role sitting between customers, Sales, Operations, Planning and Supply Chain.

The successful candidate will take ownership of customer communication, sales forecasting and the existing S&OP process, while also providing cover for the Production Planning Manager during periods of absence.

This would suit someone with experience across customer service, demand planning, customer operations, supply chain or production planning within food manufacturing or FMCG.

Salary

£40,000-£55,000 per annum, depending on experience.

Hours

Monday-Friday, 8:00am-5:00pm, Fully site-based in Errol, Perthshire

Key Responsibilities

• Act as a key point of contact for customers, including major retailers and wholesalers
• Manage inbound enquiries and proactive outbound communication relating to orders and deliveries
• Handle order changes, delivery issues and general customer queries
• Generate accurate sales forecasts using customer demand, historical data and seasonality
• Analyse forecast accuracy and identify changes in customer demand
• Own and coordinate the existing S&OP process
• Work closely with Sales, Operations, Planning and Supply Chain to align customer demand with production capability
• Coordinate delivery slots and customer requirements where required
• Monitor customer service levels, order fulfilment and OTIF performance
• Deputise for the Production Planning Manager during periods of absence

Candidate Requirements

• Experience within customer operations, customer service, demand planning, supply chain or production planning in a manufacturing environment
• Strong understanding of sales forecasting and customer demand
• Experience dealing directly with retailers, wholesalers or similar customers
• Good understanding of production planning principles
• Previous exposure to S&OP
• Strong analytical and Excel skills
• ERP, MRP or planning-system experience would be advantageous

Key Attributes

• Customer-focused
• Commercially aware
• Highly organised
• Analytical and confident working with data
• Proactive and solutions-focused