Customer Service Manager

Customer Service Manager

Permanent

£50-55k DOE

Job Reference: 16829

Jackson Hogg Procurement & Supply Chain division are delighted to be exclusively partnered with a well-established manufacturing organisation in Dewsbury on the appointment of a Customer Service Manager to join their team.

This role is full time and permanent offering a salary of £50-55k depending on experience.

Working hours are 37.5 hours per week and can offer flexibility between an 8-9am start. They offer early Friday finishes.

This role would suit an individual with experience working in a customer facing/supply chain leadership role and someone who understands the demands and needs of manufacturing and supply chain.

As Customer Service Manager, you will promote a customer-focused culture aligned with business values and best-in-class business standards by ensuring responsive, accurate and professional support for OE customers, distributors, internal sales teams, operations and supply chain partners. This role is responsible for managing customer service processes, developing team capability, supporting order fulfilment excellence across multiple channels and driving continuous improvement in service performance, communication and customer satisfaction.

Benefits

• Early Friday finish
• Hybrid working - 1 day per week
• 25 days holiday plus bank holidays rising to 30 days on length of service
• Buy and sell 5 days holiday
• Private medical insurance
• Share purchase scheme
• Enhanced pension scheme

The Role

• Provide a safe working environment for all team members.
• Monitors divisional performance and prepare management reports for Customer Excellence (CXR), LISC metrics, backlog, sales and forecast order entry.
• Manage the sales force ticket system for customer requests to ensure customer inquiries are handled accurately and within established response-time expectations.
• Monitors customers' demand to validate accuracy of order entries, overseeing changes and issue resolution.
• Coordinate with production planning, operations and supply chain to address service risks and customer-impacting delays.
• Partner with sales and account management to support customer relationships, service reviews and represent the division in customer meetings.
• Provides clear and accurate communication with external customers, internal sales companies, divisional departments and the European Distribution Centre.
• Lead, coach and develop the customer service team to deliver consistent, high-quality support.
• Apply LEAN principles to improve service, increase efficiency and reduce costs and increase engagement.

The Person / Requirements

• Extensive experience working in customer facing/supply chain leadership role.
• Experience working within a manufacturing business.
• Familiar with IATF requirements and dealing with large OE customers.
• Accurate with good attention to detail with ability to meet deadlines.
• Previous knowledge and experience of using JDE manufacturing and sales systems would be an advantage.
• Strong analytical skills with high level of PC skills with proficiency in JDE, Excel, especially pivots/power pivot (Power BI an advantage).

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