Customer Service Manager

Customer Service Manager

Bradford

Days (Monday - Friday)

-40,000 - -42,000

We are looking for a motivated Customer Service Manager to join a market leading food manufacturer in Bradford. Reporting directly to the Commercial Director you will be leading the day-to-day operation in the customer service department. With progressive training and development this company is always looking to enhance its employees and their skill sets, whilst additionally being supported by a welcoming team. The position will appeal to a strong manager looking for their next challenging role within in a secure and stable company.

Role Description

• Lead and manage the customer service team, ensuring high standards of service delivery and team performance.
• Oversee the full customer service cycle, from order receipt and processing to delivery follow-up and issue resolution.
• Ensure accurate entry and processing of customer orders (email, phone, EDI), and monitor fulfilment in collaboration with production and logistics.
• Build and maintain strong relationships with key customers, acting as an escalation point for any service-related issues.
• Implement and monitor service KPIs, continuously improving response times, accuracy, and customer satisfaction.
• Collaborate with Sales, Operations, and Production to ensure customer needs are understood and met.
• Manage and update customer pricing, specifications, and order templates in internal systems.
• Lead training and development for the customer service team, promoting best practices and continuous improvement.
• Handle complaints and enquiries promptly and professionally, with appropriate root cause analysis and corrective action where required.
• Provide regular reports on service metrics, customer feedback, and team performance to senior management.

Skills and Qualifications

• Proven experience in a customer service management or supervisory role.
• Strong leadership and team management skills, with experience coaching and developing staff.
• Excellent communication and interpersonal skills - confident dealing with customers, internal stakeholders, and third-party partners.
• Highly organised with the ability to manage multiple tasks and priorities under pressure.
• Strong IT skills including Microsoft Office Suite; experience with ERP or order management systems (e.g. Sage, Navision, SAP) is an advantage.
• A problem-solving mindset with a focus on customer satisfaction and continuous improvement.

In return for your commitment my client offers a stable and secure career for a technically motivated engineer. If you feel this is of interest, please send your CV directly to Thomas Barkes at or call for a confidential discussion on (phone number removed).