Customer Services Manager

Customer Service Manager / Customer Operations Manager

11-Month Fixed-Term Contract (Maternity Cover)

The Role

The Customer Services Manager / Customer Operations Manager will ensure the seamless delivery of new sales orders, acting as a key liaison between customers and internal stakeholders. The role is responsible for monitoring order progress, coordinating logistics, and maintaining performance dashboards and KPIs.

Key Responsibilities

• Manage and maintain strong customer relationships, providing regular delivery and logistics updates.
• Ensure all orders are delivered on time and in full (OTIF).
• Lead and coordinate the operations team to achieve accurate and timely delivery of goods and services.
• Update and circulate weekly/monthly order dashboards.
• Oversee efficient shipment and invoicing processes.
• Provide timely order updates and reports to clients.
• Maintain accurate order books and records.
• Ensure compliance with export controls and maintain export/licence documentation.
• Liaise with internal departments to ensure customers have the latest and most accurate information.
• Uphold compliance across all company policies, procedures, and processes.

Skills and Experience

• Proven background in customer relationship management and order fulfilment.
• Experience using business systems and managing data accurately.
• Strong planning and organisational skills, with attention to detail.
• Experience leading and motivating teams.
• Knowledge of UK and International logistics and export compliance.
• Familiarity with HMRC and Dangerous Goods Management (DGM) processes.
• Excellent written and verbal communication skills.
• Strong time management and prioritisation abilities in fast-paced environments.