Customer Service Team Manager

Customer Service Team Manager | Wigan | Permanent | Up to £55,000 DOE

Hours: Monday to Friday, 8.00am–5.00pm

KPI Recruiting are proud to be working with our long-standing client, who are currently looking to recruit a Customer Service Team Manager to join their team on a permanent basis.

You will be responsible for:
• Ensure compliance with company policies, Quality, Health & Safety, and Food Safety standards.
• Manage customer orders from intake to delivery, ensuring accuracy, pricing, and OTIF performance.
• Coordinate with production, logistics, and planning teams to meet customer requirements.
• Manage key accounts to maximise sales, margin, and service levels.
• Handle customer queries including pricing, samples, specifications, and complaints.
• Maintain accurate customer and order data in SAP/ERP systems.
• Support customer account plans and commercial reporting.
• Attend customer reviews and internal commercial meetings (Tier 1).
• Promote digital ordering systems and process improvements.
• Support root cause analysis and resolution of customer claims.
• Work with production teams to improve customer satisfaction and service performance.
• Lead, coach, and develop a small customer service team (1–8).
• Support training, onboarding, and performance reviews.
• Drive continuous improvement in customer service processes and systems.
• Support customer engagement activities and retention initiatives.

The successful candidate will have:
• Experience in a food manufacturing / FMCG / food production environment.
• Background in customer service, commercial, or sales support.
• Strong understanding of order processing, stock control, and production flow.
• Experience using SAP or similar ERP systems.
• Knowledge of OTIF, KPIs, and service performance metrics.
• Ability to manage customer issues and complaints effectively.
• Strong communication and coordination skills across departments.
• Good IT skills (Microsoft Office).
• Experience in or ability to supervise small teams (desirable).
• Organised, detail-focused, and customer-driven approach.
• Understanding of food safety and quality standards.

Benefits include: 25 days plus bank holidays, company pension scheme, and free onsite parking.

APPLY NOW! Contact the Commercial Team on (phone number removed)

Please note that due to the high volume of applications we receive, only those successfully shortlisted for the role will be contacted.

INDCOM