At a Glance
- Tasks: Lead and develop customer service teams to ensure exceptional service and operational efficiency.
- Company: Established manufacturing business in a fast-paced environment.
- Benefits: Competitive salary, pension, and permanent role with leadership responsibilities.
- Other info: Dynamic role with opportunities for continuous improvement and career growth.
- Why this job: Make a real impact on customer satisfaction and operational performance.
- Qualifications: Experience in customer service management within manufacturing, strong leadership skills.
The predicted salary is between 50000 - 50000 £ per year.
Location: Cannock, Staffordshire
Salary: Up to £50,000 per annum + Pension
Contract: Permanent
Hours: 39 hours per week
Working Arrangement: Site-based
Macildowie are working with this client based in Cannock, Staffordshire, a well-established manufacturing business operating within a fast-paced, quality-driven environment.
We are looking for an experienced and commercially aware Customer Service Manager to lead and develop their Customer Service and Despatch functions, ensuring exceptional customer service, operational efficiency and consistently high levels of on-time delivery.
This is an excellent opportunity for a hands-on leader who enjoys building strong customer relationships, developing teams and working collaboratively across manufacturing, production and supply chain operations.
The Role
Reporting into the senior management team, you will take responsibility for ensuring customer requirements are effectively managed, communicated and delivered across the business. You will act as the key link between customers and internal operational teams, driving service improvements and ensuring customer orders are fulfilled on time and in full.
Key responsibilities include:
- Lead, motivate and develop the Customer Service and Despatch teams, creating a high-performance culture.
- Build and maintain strong customer relationships, acting as the main escalation point for complex customer enquiries and service issues.
- Oversee customer orders, demand schedules and forecasting requirements through MRP systems.
- Ensure customer portal requirements, including EDI and ASN communications, are accurately maintained.
- Collaborate closely with production, purchasing and logistics teams to ensure delivery commitments are achieved.
- Monitor and improve customer service KPIs, particularly OTIF performance and emergency freight costs.
- Oversee despatch operations, transport coordination and customer packaging requirements.
- Identify opportunities for continuous improvement across customer service, planning and logistics.
- Support customer account performance reviews and proactively resolve potential supply issues.
About You
We are looking for a confident, resilient and proactive manager who understands the demands of a fast-moving manufacturing environment. You will ideally have:
- Proven experience managing a Customer Service, Customer Operations or Customer Supply Chain function.
- Previous experience within manufacturing, ideally automotive, plastics or a Tier 1 supplier environment.
- Strong knowledge of customer scheduling, MRP systems and demand management.
- Experience managing customer relationships and resolving operational service challenges.
- A good understanding of despatch, logistics and supply chain processes.
- Experience working with EDI, ASN and customer portals.
- Strong Excel skills and a data-driven approach to performance management.
- Excellent leadership, communication and stakeholder management skills.
- The ability to remain calm, organised and solutions-focused under pressure.
What's on Offer?
- Competitive salary of up to £50,000, dependent on experience.
- Company pension.
- Permanent opportunity within an established manufacturing environment.
- A varied leadership role with responsibility across customer service and despatch.
- The opportunity to influence customer satisfaction, operational performance and continuous improvement.
Interested?
If you're an experienced Customer Service Manager looking for your next challenge within manufacturing, we'd love to hear from you. Apply today or contact Macildowie for a confidential discussion.
Macildowie is committed to supporting diversity and inclusion in recruitment. We welcome applications from candidates with relevant experience and transferable skills.
Customer Service Manager in Cannock employer: Macildowie Recruitment and Retention
This well-established Leicester organisation offers a dynamic and fast-paced work environment, making it an excellent employer for those seeking meaningful and impactful roles. With a focus on employee growth and development, the company provides opportunities to enhance your skills while working closely with a supportive team. The fully office-based setting fosters collaboration and engagement, ensuring that you can make a significant contribution from day one.
Contact Details:
Macildowie Recruitment and Retention Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Cannock
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Macildowie Recruitment and Retention. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Macildowie Recruitment and Retention before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Cannock
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Macildowie Recruitment and Retention:Your cover letter is your chance to shine! Tell us why you want to work at Macildowie Recruitment and Retention specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Macildowie Recruitment and Retention!
How to prepare for a job interview at Macildowie Recruitment and Retention
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
