Customer Service Manager

We are looking for an experienced, proactive, organised and hands-on Customer Service Manager with proven team leadership skills to join our client a fast-paced, growing FMCG business based in the Surrey area.

The company distributes and builds a diverse portfolio of drinks, they have a with a focus on innovation, customer relationships, and operational excellence. You''ll be working closely with planning, sales, logistics providers and over 200 customers.

The Candidate

• Proven experience as a Customer Service Manager in FMCG
• Strong technical capability, including use of ERP systems, product databases and EDI.
• Proactive problem solver with excellent attention to detail.
• Ability to work independently and prioritise tasks in a fast-paced environment.
• Strong communication, organisational, and multitasking skills, both internally and with customers.
• Experience leading and developing a team, driving accountability and results.
• Forward-thinking approach with the ability to modernise, automate and continuously improve processes.

Key Responsibilities

• Oversee day-to-day activity of the customer service team, ensuring orders are processed accurately and on time.
• Ensure service issues are investigated, escalated appropriately, and communicated clearly with both customers and account managers.
• Hold logistics partners accountable for delivering orders On Time & In Full, targeting service levels of 99%.
• Provide weekly and monthly service reporting for both internal stakeholders and customers.
• Analyse customer and consumer complaints, identifying trends and escalating where necessary.
• Maintain strong relationships with the sales team, collaborating on process improvements and data accuracy.
• Champion continuous improvement and encourage a culture of learning within the team.
• Support and develop team members to improve performance and engagement.

This is hybrid role where you''ll be in the office 2-3 days a week.

The salary bracket is from -60,000 - -65,000 + bonus and benefits.

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