Customer Service Manager — Growth & Margin

Smurfit Westrock plc; Leicester; On-site; GBP 40,000 - 56,000; Full time

Job summary

Smurfit Westrock is seeking a Customer Service Manager in Leicester to lead the Customer Service team, ensuring high service levels and effective front-end processes. You will drive pricing accuracy, stock utilisation, and smooth onboarding of new business while reporting on KPIs to support margin and growth.

Reporting to the Regional Operations Manager – Leicester Group, you will develop the team, manage governance of customer agreements, and foster strong customer relationships through

Qualifications

• Experience in customer relations within manufacturing environments.
• Strong numerical and verbal reasoning aligned to management needs.
• IT literate with proficiency in Excel, Word, PowerPoint and Outlook.

Responsibilities

• Lead, develop, and motivate the CS team to meet customer expectations.
• Oversee front-end commercial processes and pricing accuracy.
• Own CS commercial activities including price application and stock use.
• Monitor KPIs, perform analysis, and publish monthly reports.
• Ensure accurate order processing within Radius and data integrity.
• Manage workload and escalate customer issues when needed.
• Build relationships and lead customer meetings to drive growth.
• Support onboarding of new business and integration projects.
• Govern customer agreements and ensure compliance and governance.
• Identify cost-saving and margin improvement initiatives.
• Drive continuous improvement across the CS department.

Skills

Advanced Excel

Leadership

Manufacturing background

Customer relations

Tools

Radius ERP

MS Office

Job description

Smurfit Westrock is seeking a Customer Service Manager in Leicester to lead the Customer Service team, ensuring high service levels and effective front-end processes. You will drive pricing accuracy, stock utilisation, and smooth onboarding of new business while reporting on KPIs to support margin and growth.

Reporting to the Regional Operations Manager – Leicester Group, you will develop the team, manage governance of customer agreements, and foster strong customer relationships through