Customer Service Manager
Posted 8 days ago
- Milton Keynes, Buckinghamshire
- Permanent
- Sponsored
- Expires In 20 days
Job Title: Customer Service Manager
Location: Milton Keynes
Hours: Monday to Friday 9am – 5:30pm (Site Based)
Salary: Negotiable on experience
GPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency, strong problem-solving abilities. You will lead from the front and be accountable for the end-to-end accuracy, flow, delivery-readiness of all customer orders and retention of those customers. This is a senior role to drive accountability, enforces high standards, and continually improves team performance and process control.
Key Responsibilities:
* continuous improvement and development of the CS team.
* Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking. Aiming for exceptional customer service is key.
* Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness).
* Ensure order entry is correct the first timecodes, quantities, and dates must be fully validated.
* Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues.
* Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication.
* Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation.
* Utilising the B2B platform and taking complete ownership to ensure it meets the requirements for customer service.
* Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.
Skills and Qualifications:
* Previous experience in a customer service leadership role, preferably in B2B or luxury goods is essential.
* Experience managing a team in a fast-paced, order-driven environment.
* Strong communication and cross-functional collaboration skills.
* Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel.
* Clear understanding of logistics and fulfilment processes.
* Strong attention to detail and ability to manage competing priorities
Location: Milton Keynes
Hours: Monday to Friday 9am – 5:30pm (Site Based)
Salary: Negotiable on experience
GPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency, strong problem-solving abilities. You will lead from the front and be accountable for the end-to-end accuracy, flow, delivery-readiness of all customer orders and retention of those customers. This is a senior role to drive accountability, enforces high standards, and continually improves team performance and process control.
Key Responsibilities:
* continuous improvement and development of the CS team.
* Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking. Aiming for exceptional customer service is key.
* Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness).
* Ensure order entry is correct the first timecodes, quantities, and dates must be fully validated.
* Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues.
* Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication.
* Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation.
* Utilising the B2B platform and taking complete ownership to ensure it meets the requirements for customer service.
* Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.
Skills and Qualifications:
* Previous experience in a customer service leadership role, preferably in B2B or luxury goods is essential.
* Experience managing a team in a fast-paced, order-driven environment.
* Strong communication and cross-functional collaboration skills.
* Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel.
* Clear understanding of logistics and fulfilment processes.
* Strong attention to detail and ability to manage competing priorities