Customer Service Manager

Smurfit Westrock; Yate; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their team at the Yate site. This role focuses on driving performance, enhancing customer relationships, and implementing process improvements to achieve company KPIs. You will inspire your team to deliver exceptional service while managing customer needs effectively. Join this global packaging company, where sustainability and operational excellence are at the forefront of their mission. If you have a passion for customer service and a desire to make a significant impact, this opportunity is perfect for you.

Benefits

Comprehensive training

Career development opportunities

Corporate culture based on loyalty and respect

Qualifications

• Relevant experience in a Customer Service management role.
• Educated to minimum A level standard (or equivalent).

Responsibilities

• Manage the Customer Service function ensuring compliance with SLAs.
• Oversee daily customer order management and inventory clearance.

Skills

Customer Service Management

Microsoft Office

Analytical Skills

Communication Skills

Organizational Skills

Education

A Level or equivalent

Tools

Microsoft Excel

Job description

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The opportunity: Responsible for managing the Customer Service function at the Bristol site, ensuring it operates smoothly, is sufficiently staffed, and consistently achieves company KPIs and quality standards. In this role, you will lead, motivate, and inspire the Customer Service team to achieve high performance levels while driving initiatives that enhance efficiency. Your primary focus will be on fostering a culture of excellence, implementing process improvements, and ultimately contributing to increased profitability through exceptional customer relationships and service delivery.

Key Responsibilities:

• Ensure compliance with customer SLAs, company policies, and data protection regulations
• Proactively manage accounts to anticipate and fulfil customer needs effectively
• Oversee daily customer order management, ensuring seamless communication and exceptional service delivery
• Manage customer finished goods inventory, ensuring timely clearance of aged stock
• Identify and capitalise on opportunities for margin improvement within Customer Service
• Monitor and report department KPIs weekly and monthly to track performance
• Maintain a strong focus on monthly landing figures, actively seeking ways to bridge performance gaps when necessary
• Attend meetings and customer visits as necessary to strengthen relationships and address specific customer needs
• Conduct regular one-to-one meetings and annual performance reviews to support team development and provide constructive feedback
• Play a critical role in managing escalations, working closely with the Planning team to carefully balance expectations, impacts, and costs
• Lead and contribute to site improvement initiatives, promoting operational excellence and enhancing overall performance

Experience, skills, education and qualifications required:

• Relevant experience in a Customer Service management role
• Educated to minimum A level standard (or equivalent)
• Experience in a production/manufacturing environment is desirable but not essential
• Proficient in Microsoft Office, with a strong emphasis on Microsoft Excel
• Ability to learn and adapt quickly to new software and systems
• Strong verbal and written communication skills, demonstrating professionalism
• Excellent analytical, numeracy and organisational skills

What we offer:

• Corporate culture based on loyalty, integrity and respect
• An attractive salary reflecting skills, competencies and potential
• Comprehensive training with numerous learning and development opportunities
• A career with a global packaging company where sustainability, safety and inclusion are business drivers and foundational elements of the daily work

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Manufacturing

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