Manufacturing Service Excellence Leader

Total Marketing Support Limited; Redditch; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Discretionary bonus

25 days holiday

Pension scheme

Life assurance

Income protection

Digital GP Service

EAP

Cycle to work

Retail discounts

Location: Redditch

Job summary

DS Smith in Redditch seeks an experienced Customer Service Manager to lead and develop our CS function in a fast-paced manufacturing environment. You will oversee a high-performing team, drive service excellence and collaborate with Sales, Operations, Production and Supply Chain to exceed expectations.

The role emphasizes people development, process improvements and customer-centric leadership to deliver operational excellence and measurable customer satisfaction.

Qualifications

• Proven experience leading customer service teams in a fast-paced environment.
• Strong people management and coaching capabilities.
• Excellent communication and stakeholder management skills.
• Ability to make effective decisions under pressure in a manufacturing context.
• Advanced Excel skills for KPI reporting and analysis.
• Customer-first mindset with a focus on service excellence.

Responsibilities

• Lead, coach and develop the Customer Service team to drive engagement and performance.
• Manage performance, absence, resource planning and employee development.
• Oversee the day-to-day running of the Customer Service function.
• Monitor and report on KPIs including OTIF and customer satisfaction.
• Drive continuous improvement across service processes and systems.
• Oversee inventory management to meet customer and business requirements; work with Production and Supply Chain.
• Manage customer complaints and identify root causes with corrective actions.
• Build strong relationships with customers, Sales and internal stakeholders.
• Lead site-wide continuous improvement and health & safety initiatives.

Skills

Customer service leadership

People management

Stakeholder management

Decision making

Excel

Analytical thinking

Tools

Salesforce

SharePoint

ERP systems

Job description

DS Smith in Redditch seeks an experienced Customer Service Manager to lead and develop our CS function in a fast-paced manufacturing environment. You will oversee a high-performing team, drive service excellence and collaborate with Sales, Operations, Production and Supply Chain to exceed expectations.

The role emphasizes people development, process improvements and customer-centric leadership to deliver operational excellence and measurable customer satisfaction.