Customer Service Manager

MET Recruitment UK LTD; Wednesbury; On-site; GBP 42,000 - 60,000; Full time

Job summary

MET Recruitment UK LTD is recruiting for an experienced Customer Service Manager for a well-established manufacturing business in Wednesbury. This role leads the Customer Service function and ensures customers receive an excellent level of service throughout the entire order journey.

You will manage a Customer Service team within a product-led environment, balancing customer expectations with production schedules and stock availability, while collaborating with Production, Planning, and

Qualifications

• Experience managing a Customer Service team within manufacturing, engineering, packaging or product-led environments.
• Strong background in customer service management within a manufacturing setting.
• Ability to work cross-functionally with Production, Planning, Supply Chain, Warehouse and Logistics.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, develop and support the Customer Service team.
• Manage the customer journey from initial order through to delivery.
• Oversee order processing and ensure orders are progressed accurately and efficiently.
• Monitor service levels and KPIs, driving continuous improvement.
• Resolve escalated customer queries, complaints and service issues.
• Collaborate with Production, Planning, Supply Chain, Warehouse and Logistics.

Skills

People management

Customer service management

Cross-functional collaboration

CRM/ERP systems

Order processing

Tools

CRM/ERP systems

Job description

We are recruiting for an experienced Customer Service Manager to join a well-established manufacturing business based in Wednesbury.

This is a key role within the business, responsible for leading the Customer Service function and ensuring customers receive an excellent level of service throughout the entire order journey.

We are particularly interested in candidates who have managed a Customer Service team within a manufacturing, engineering, packaging or similar product-led environment, where you have worked closely with Production, Planning, Supply Chain, Warehouse and Logistics teams.

This isn't a traditional contact centre environment. You'll need to understand the realities of servicing customers within a busy operational business — balancing customer expectations with production schedules, stock availability, lead times and delivery requirements.

The role will include:

• Leading, supporting and developing the Customer Service team
• Managing the customer journey from initial order through to delivery
• Overseeing order processing and ensuring orders are progressed accurately and efficiently
• Managing customer expectations around availability, lead times and delivery schedules
• Handling escalated customer queries, complaints and service issues
• Working closely with Production, Planning, Supply Chain, Warehouse and Logistics
• Monitoring service levels, team performance and relevant KPIs
• Conducting regular 1:1s and supporting the development and performance of the team
• Identifying opportunities to improve processes, communication and the overall customer experience
• Building strong relationships with key customers and internal stakeholders
• Providing reporting and insight to the senior management team

About you

You'll be an experienced people manager with a strong background in Customer Service Management within manufacturing or a closely related product-led environment.

You'll be comfortable operating in a fast-paced business where priorities can change and where resolving a customer issue often means working across several different departments to find a solution.

You'll ideally have:

• Previous experience managing a Customer Service or Sales Support team
• Experience gained within manufacturing, engineering, packaging, industrial products or a comparable environment
• Strong knowledge of order processing and the order-to-delivery journey
• Experience working closely with production/operations, supply chain and logistics
• Strong people-management skills, including coaching, development and performance management
• Excellent communication and relationship-building skills
• Confidence dealing with customer escalations and challenging situations
• A proactive, solutions-focused approach
• Strong organisational skills and the ability to manage competing priorities
• Experience using CRM/ERP/order-management systems

This is a great opportunity for someone who enjoys being at the heart of a business — leading a team, building strong customer relationships and working collaboratively with operational departments to ensure customers receive the best possible service.