Customer Service Manager

Customer Service Manager

Location: Bristol Area

Salary: Up to £55,000 DOE

Department: Internal Sales

Reports to: Planning & Capacity Manager

Team: 5 Customer Service Coordinators

The Role

We are looking for an experienced Customer Service Manager to lead a team of five and take ownership of the internal sales and customer experience function.

This is not a traditional order-processing role . You'll combine people leadership, customer account management, internal sales and continuous improvement, working closely with Sales, Planning, Production and senior stakeholders.

Key Responsibilities

• Lead, coach and develop a team of five Customer Service Coordinators.
• Build a high-performing, customer-focused culture.
• Manage key customer relationships and attend customer meetings.
• Handle escalated customer issues through to resolution.
• Drive proactive internal sales and commercial opportunities.
• Work closely with Planning, Sales and Operations to deliver customer commitments.
• Identify and implement process and customer experience improvements.
• Act as the team's Cobis (OTC) super user.

About You

• You'll have experience in Customer Service, Internal Sales or Account Management , with a strong commercial and customer-focused approach.
• An experienced and confident people manager.
• A strong communicator and relationship builder.
• Commercially aware and proactive.
• Comfortable managing different personalities and having difficult conversations.
• Confident dealing with customers and internal stakeholders.
• Organised, analytical and focused on continuous improvement.
• Experience within manufacturing, FMCG, food, distribution or another B2B environment would be advantageous.

What's on Offer?

A genuine opportunity to shape the customer experience function, develop a team and make a visible commercial impact within the business.