Customer Service Manager

Kenny Recruit are partnering with an innovative, purpose-driven consumer goods business to find an Outbound Operations and Customer Service Manager to join their team on a 12-month fixed-term contract to cover maternity leave.

Our client is on a mission to build a harmless and environmentally friendly range of household products. With products available through major UK retailers and a growing customer base, this is an exciting opportunity to join a close-knit team that is passionate about delivering high-quality products and exceptional customer service.

Location: London Bridge, London (Hybrid - 2 days office based, 3 days working from home)

Contract: Full-Time, 12-month Fixed-Term Contract (Maternity Cover)

Working Hours: Monday to Friday, 9:00am - 5:30pm

As the Outbound Operations and Customer Service Manager, you will be responsible for ensuring customer orders are fulfilled accurately and on time, acting as the key link between customers, the warehouse, commercial team and finance function. You will manage the end-to-end order fulfilment process, resolve operational issues quickly and support continuous improvement across the Operations function. This is a varied role where no two days are the same, making it ideal for someone who enjoys solving problems, building relationships and managing multiple priorities.

Key Responsibilities:

• Manage the end-to-end customer order process from receipt through to delivery.
• Own and manage Gorgias, our customer service platform, ensuring all customer enquiries are handled promptly, professionally and in line with our brand values.
• Monitor customer service performance, response times and customer satisfaction, identifying opportunities to improve the customer experience.
• Maintain and optimise Gorgias workflows, automations and reporting to improve efficiency and ensure enquiries are routed appropriately.
• Analyse customer feedback and trends, sharing insights with the wider business to drive continuous improvement.
• Liaise daily with our third-party warehouse to ensure orders are picked, packed and despatched on time.
• Monitor order status and proactively resolve any fulfilment or delivery issues.
• Manage retailer portals and customer communications relating to orders, deliveries and queries.
• Coordinate with the Commercial team to ensure customer requirements and promotional activity are executed successfully.
• Work closely with Demand Planning to manage stock availability and communicate supply constraints.
• Coordinate with Finance to resolve invoice queries, deductions and customer disputes.
• Produce operational reports and KPIs covering service levels, OTIF performance, order status and customer issues.
• Ensure customer master data, delivery information and operational documentation remain accurate.
• Support retailer onboarding and new customer setup.
• Lead investigations into operational issues and implement process improvements.
• Build strong relationships with customers, logistics partners and internal stakeholders.
• Assist with continuous improvement projects across the Operations function.

About You:

• Experience within Operations, Customer Supply, Logistics or Supply Chain.
• Experience working with retailers within FMCG or consumer goods.
• Strong organisational and planning skills with excellent attention to detail.
• A proactive approach to problem solving and the confidence to make decisions.
• Excellent communication skills with the ability to build relationships across multiple teams.
• Experience using ERP systems (NetSuite experience would be an advantage but isn't essential).
• Strong Excel and reporting skills.
• The ability to prioritise effectively in a fast-paced environment.

Next Steps

Shortlisted candidates will be contacted for this role. If you have not heard from us within one week, please assume your application has been unsuccessful on this occasion.

We will keep your CV on file for future opportunities. Alternatively, feel free to get in touch for a confidential discussion.

#J-18808-Ljbffr

Full job description from WhatJobs. Apply for this role →