Manufacturing Customer Service Manager

Gi Group; Stoke-on-Trent; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading staffing agency is seeking an experienced Customer Service Manager to lead a dynamic team in Stoke-on-Trent. This role involves overseeing the full customer service function, ensuring exceptional service delivery in a fast-paced manufacturing environment. The ideal candidate will have a Bachelor's degree, at least 2 years of experience in customer service, and strong knowledge of SAP. This position offers the chance to make a significant impact on customer satisfaction and operational excellence.

Qualifications

• Minimum 2 years' experience in a customer service role, ideally within manufacturing.
• High-speed manufacturing experience is essential.
• Strong working knowledge of finance, supply chain, and production processes.

Responsibilities

• Deliver high-quality service across all customer interactions.
• Lead and optimise customer service processes for enhanced experience.
• Ensure compliance with health and safety standards.

Skills

Leadership

Customer focus

Process improvement

Problem-solving

Education

Bachelor’s degree in Business Administration or related field

Tools

SAP

JD Edwards

Salesforce

Microsoft Office

Job description

A fantastic opportunity has arisen for an experienced Customer Service Manager to lead a dynamic team and drive exceptional service delivery within a fast‑paced manufacturing environment. If you're a confident leader with a passion for operational excellence and customer satisfaction, this role offers the chance to make a real impact.

About the Role

As Customer Service Manager, you’ll oversee the full customer service function, ensuring customers and stakeholders receive outstanding support across all products and services. You’ll manage both direct and indirect reports, champion process improvements, and act as a key link between customer service, sales, and wider business functions. Your insights into customer behaviour and experience will help shape commercial decisions, while your leadership will ensure the team consistently delivers high-quality, efficient service.

Key Responsibilities

• Deliver high-quality service across all customer interactions, including order management, fulfilment, issue resolution, and claims/complaints handling.
• Lead and optimise customer service processes, identifying opportunities to enhance customer experience and operational efficiency.
• Oversee order checks, including pricing and ITC verification, with no exceptions.
• Manage daily routines such as open order follow-up, issue resolution, and meeting customer expectations within agreed commitments.
• Establish, monitor, and act on KPIs to maintain service quality and performance.
• Work closely with the sales team, supporting customer visits and coaching your team to maximise every customer interaction.
• Communicate effectively with senior management, accurately representing customer needs and insights.
• Ensure strict adherence to customer service procedures, quality standards, and company policies.
• Support critical business processes and provide backup where required.
• Drive swift resolution of customer complaints, escalating when necessary and implementing corrective actions.
• Assist colleagues as needed to maintain service levels.
• Ensure compliance with health and safety standards in line with local legislation.
• Build and share strong market and product knowledge within the team.
• Carry out any additional customer-related tasks as required.

About You

You’ll excel in this role if you’re a proactive, detail‑driven leader who thrives in a fast‑moving environment and is committed to delivering exceptional customer experiences.

Essential Qualifications & Experience

• Bachelor’s degree in Business Administration, International Trade, or a related field.
• High‑speed manufacturing experience is essential.
• Minimum 2 years' experience in a customer service role, ideally within manufacturing.
• Strong working knowledge of SAP and/or JD Edwards, plus Salesforce.
• Solid understanding of finance, supply chain, and production processes.
• Knowledge of international trade (Incoterms, payment terms, transport, letters of credit).
• Excellent written and verbal communication skills in English.
• Proficient in Microsoft Office.
• Strong problem‑solving skills and experience managing action plans.