Customer Services Manager

Jordans Cereals

Jordans

Hybrid

GBP 55,000 - 85,000

Full time

2 days ago

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Benefits offered by this job

Bonus up to 10%

Private Medical Scheme - Individual

Pension up to 10% employer

Hybrid & Flexible work culture

Buy holiday scheme

Discounted products

Health Cash Plan

Career opportunities - ABF group

Job summary

Jordans Cereals in the United Kingdom is seeking a Customer Services Manager to lead a high-performing team at the heart of our customer experience. You will oversee orders, credits and price changes while ensuring service levels and strong collaboration with Sales, Planning, Logistics, Finance, Manufacturing and 3PL partners.

As a people leader you will coach and develop the team, improve order accuracy and OTIF, drive proactive customer communication, and balance customer expectations with

Qualifications

Significant customer services management experience in FMCG/Grocery.
Good understanding of grocery retailers (including international customers).
Proven ability in process improvement/automation and MIS reporting.

Responsibilities

Lead a high-performing Customer Services team and own end-to-end customer experience across orders, credits and price changes.
Drive improvements in OTIF, order accuracy and service levels while coordinating with Sales, Planning, Logistics, Finance, Manufacturing and 3PL partners.
Develop and coach the team to deliver proactive customer communication and continuous performance improvements.

Skills

Customer service management

FMCG/Grocery knowledge

Stakeholder management

Process improvement

Team leadership

S2C processes

Education

Industry qualification desirable

Job description

At Jordans Cereals, we never settle for bland. For over 50 years, we’ve been crafting wholesome, tasty and healthier cereals that bring nature’s best to breakfast tables around the world. As pioneers in cereals, we’ve always pushed boundaries – combining curiosity, bold thinking and natural ingredients to stay ahead and inspire the category.

Proud to be part of Associated British Foods (ABF), we pair the strength of a global group with the agility of a forward-thinking brand. Jordans is more than cereals – it’s a place to grow your career. Curiosity is our secret ingredient. We think differently, act bravely and collaborate with energy and openness to bring out the best in each other.

Together we pioneer innovation, build distinctive brands beyond the bowl, and own our impact on people and planet. Your next opportunity could be just one click away.

Overview Of Role

The Customer Services Manager leads a high-performing team that is at the heart of our customer experience, ensuring excellent service, seamless order management, effective issue resolution, and strong customer supply chain collaboration across all customers.

Responsible for delivering accurate and efficient processing of customer transactions, including orders, credits and price changes, the role safeguards service levels, drives swift resolution of customer enquiries, and coordinates cross-functional activity across Sales, Planning, Logistics, Finance, Manufacturing and 3PL partners.

As a people leader you will coach and develop the Customer Services team to deliver outstanding service, proactive customer communication, exceptional order accuracy, and continuous performance improvement.

Acting as the voice of the customer within the business, you will build strong relationships, balance customer expectations with operational capability, and work collaboratively to improve availability, OTIF performance, forecast accuracy, and end-to-end service excellence.

Key Accountabilities

Maintain excellent customer service levels while strengthening order accuracy, communication and issue resolution.

Improve visibility of customer service KPIs and use insight to drive root cause fixes rather than repeat firefighting.
Build strong ways of working with Customer Supply Chain teams, Sales, Planning, Logistics, Finance, sites and 3PLs to protect customer availability and trust.
Develop a capable, resilient and customer-focused team that can support future growth and business change, supported by efficient processes & systems.
Deliver opportunities to reduce cost to serve in collaboration with Customers.
Overseeing order capture, order management, allocation, dispatch readiness (including customs compliance), invoice query support and customer communication from order creation through to delivery.
Monitoring service KPIs including OTIF, order accuracy, case fill, customer complaints, query ageing and customer scorecards, ensuring gaps are understood and mitigated.
Acting as the senior escalation point for customer service issues, working with Sales, Planning, Logistics, Finance, manufacturing sites and 3PLs to resolve problems quickly and professionally.

The Right Person

Will have significant customer services management experience in FMCG/Grocery.

Great operational knowledge of grocery retailers (including international customers).
Deep understanding of S2C processes.
Process improvement/automation skills.
Team leadership and management experience.
Proven stakeholder management skills at leadership level.
Relevant industry qualification desirable.
Technology savvy and highly literate with management information.

If you share our values...

Be Bold

Acts as the voice of the customer in our supply chain – a great communicator and thinks about step-change improvement as well as incremental improvement.

Be Curious

Pro-actively explores opportunity to improve and has the ability to switch between high-level and detail when required.

Do the Right Thing Together

Develops high performing teams and welcomes different perspectives, backgrounds and ways of thinking.

Make it Happen

Turn ideas into action. Keeps momentum - mindful of safe and responsible delivery and is resilient in the face of challenges.

We can offer