About the Role
Reporting to senior leadership, you will be responsible for all aspects of order management, ensuring a seamless customer experience while optimising commercial results. You will lead a team of Customer Service Representatives (8) providing mentorship, guidance, and operational oversight, as well as driving process improvement, reporting, and system efficiencies.
Key responsibilities include:
- Overseeing order entry, deliveries, returns, credits, and customer inquiries via phone and email.
- Leading the customer service team, including training, mentoring, and performance management.
- Driving service level improvements and establishing clear KPIs and metrics.
- Collaborating with internal teams – Sales, Marketing, Planning, Production, Finance, Warehouse – to deliver consistent outcomes.
- Managing continuous improvement initiatives, particularly around customer experience and operational efficiency.
- 5+ years’ experience in a customer service management role in a fast-paced commercial or product-based environment.
- Strong experience with CRM systems, ERP systems, and advanced Excel skills.
- Demonstrated ability to lead a team, communicate effectively, and make informed decisions under pressure.
- A customer-focused mindset, with the ability to balance operational priorities with commercial outcomes.
- Polished and professional demeanour with excellent oral and written communication skills.
Why This Role?
- Lead a dedicated and high-performing team in a supportive environment.
- Enjoy a competitive salary, generous bonus structure, and a range of benefits including on-site parking, health insurance discounts, social events, and flexible work arrangements.
- Excellent opportunity for career progression within a global organisation.
