Customer Service Manager

Smurfit Westrock; Leicester; On-site; GBP 60,000 - 85,000; Full time

Job summary

Smurfit Westrock in Leicester seeks a Senior Customer Service Manager to lead the CS team, oversee front-end commercial reviews, and ensure process adherence while integrating new business.

You will drive KPI performance, manage pricing, stock, and data integrity, build strong customer relationships, and lead improvements across the function to deliver top service and margin growth.

Qualifications

• Experience leading a Customer Service team.
• Strong commercial awareness and ability to optimise margins.
• Experience with new business onboarding and integration.
• Ability to manage pricing, MOQs, stock and data integrity.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, develop, and motivate the CS team to deliver high performance.
• Drive adherence to front-end commercial processes and pricing.
• Own CS commercial activities including price application and stock utilisation.
• Monitor KPIs, publish performance data, and monthly reporting.
• Ensure accurate order processing and data integrity in Radius.
• Build strong customer relationships and lead customer meetings.
• Guide onboarding and integration of new business.
• Identify cost-saving and margin-improvement initiatives.
• Ensure health, safety, and environmental compliance.

Skills

Leadership

Customer service management

Commercial acumen

Negotiation

Project management

Stakeholder management

Process improvement

Data analysis

Communication

Budget management

Relationship building

Strategic thinking

Tools

Radius system

Excel

Word

PowerPoint

Outlook

Job description

Reporting to the Regional Operations Manager - Leicester Group, with a dotted line to the Regional Customer Excellence Manager - Consumer Packaging England and Wales, you will manage the performance of the Customer Service Team, front end commercial reviews and process adherence, integration of new business, and the site’s responsiveness to customer requirements, in order to achieve the agreed business performance objectives.,

• Lead, develop, and motivate the Customer Service team to deliver high performance, flexibility, and consistent achievement of customer expectations
• Drive adherence to front-end commercial processes, embedding commercial awareness to maximise margin and identify growth opportunities
• Own and manage all CS commercial activities, including price application, extra charges, MOQ compliance, and stock utilisation, with regular performance reviews
• Monitor, analyse, and publish CS commercial and operational performance data, including KPIs, account analysis, and monthly reporting
• Ensure accurate and efficient order processing within Radius, maintaining correct pricing structures and data integrity
• Balance team workload effectively, aligning individual capability with customer and business priorities
• Act as the senior escalation point for customer issues, ensuring timely resolution and clear communication with customers and internal teams
• Build and maintain strong customer relationships, supporting and leading customer meetings and visits to drive loyalty and business growth
• Support new business development by managing customer onboarding projects from enquiry through to full integration
• Own and continuously improve new business integration processes and tools, ensuring all new business is implemented in line with agreed pricing
• Ensure robust contract governance, with all customer agreements in place, compliant, and adhered to
• Manage finished goods and aged stock to optimise utilisation and minimise waste
• Identify and deliver cost-saving and margin improvement initiatives through targeted projects
• Drive continuous improvement, standardisation, and efficiency across the department to enhance service and reduce errors
• Lead team development through regular reviews, training, and clear communication to ensure alignment and capability growth
• Ensure operational continuity and high service levels during periods of absence or peak demand
• Maintain high standards of health, safety, and environmental compliance, ensuring a safe working environment
• Proactively highlight risks, including challenging products or orders, and implement appropriate actions
  Experienced in Customer Relations with a manufacturing background
• Good, confident communicator
• Budget / resource management skills
• Negotiation skills
• Commercial / financial awareness
• Project Management experience
• Communication / presentation skills
• Knowledge of a packaging business highly desirable
• Numerical / verbal reasoning skills at management norm
• IT literate to Advanced level in Excel, Word, PowerPoint, and Outlook
• Current driver license
  Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.