Customer Support Manager - Logistics in Walsall

TR Fastenings (TR) is part of Trifast plc and is a leading international specialist in the design, engineering, manufacture, and distribution of high-quality industrial fastenings and Category 'C' components principally to major global assembly industries. Every colleague around the world is a valued member of the TR family who on a daily basis work together to deliver a high-quality service for all our customers. We are looking to recruit a Customer Support Manager - Logistics on a permanent basis to join our National Distribution Centre based in the West Midlands (WS2 8DQ). Working hours: Monday to Friday (37.5 hours per week).

The Role

The role reporting to the UK&I Head of Distribution. Supports the delivery of high levels of customer service to TR Fastenings customers, ensuring VMI installations are managed to the standard set and agreed, while driving out waste in the process through supply chain engineering initiatives. Supports the sales community in early-stage site evaluations and proposals as well as ensuring our customers are managed, both proactively and reactively as required. Where necessary utilises technologies to deliver efficiency and connectivity with our customers.

Key Tasks

• Safety and Compliance
  • Champions a proactive safety culture through visible leadership, regular safety walks, and robust incident management.
  • Ensures all colleagues are trained and competent in safe working practices, including the use of PPE and adherence to site‑specific safety protocols, particularly where customers have specific H&S requirements.
  • Conduct and document safety observations, audits, and corrective actions in a timely and effective manner.
• Operational Excellence
  • Set, publish, monitor and drive KPIs on customer logistics to manage key metrics to include customer satisfaction, supply risk and lineside inventory management.
  • Create and implement best practice principles around existing hardware to modernise the look and feel of the service solution.
  • Work within the functional matrix (UK&I Distribution) to maximise efficiency on all customer logistics solutions.
  • Deliver solutions to logistics problems while maintaining high level of quality and customer service within budgetary requirements.
  • Support the sales teams in pre‑sales work such as site surveys, cost evaluation and cost‑to‑serve simulations to assist in the total commercial offer when bidding for new opportunities.
  • Set agreed standards around customer lineside management and upskill, develop and monitor the customer facing teams to deliver these in a timely and regular manner.
  • Work closely with the sales teams ensuring input into QBR discussions with customers demonstrating effective and robust management of the lineside solutions being delivered by TR.
  • Collaborate cross‑functionally with Sales, Customer Service, Distribution Operations and Supply Chain teams to resolve issues and enhance service delivery.

The Candidate

The ideal candidate will have a minimum of 4 years experience in Warehouse and logistics, preferably within a production or manufacturing industry. A demonstrable ability to lead and develop teams in a fast‑paced environment whilst understanding Health & Safety legislation and best practices. A desire to succeed is a must, along with a can‑do attitude, working to deadlines in a fast paced environment and who can think on their feet. An ability to demonstrate flexibility in their approach and be able to prioritise and remain focused at all times. The candidate will have excellent written and verbal communication, problem‐solving and organisational skills, and able to build good relationships with both internal and external stakeholders. The right candidate will be Customer focused and able to represent TR at customer facing meetings as well as present to senior stakeholders to show TR’s value‑add, as well as support implementation of new business through line walks, analysis, and project management. Flexible to travel throughout the UK and must hold a full UK driving licence.