Customer Service Manager


Start Date:

Monday 27 April 2020


Outskirts of Northampton - close to Kettering and Wellingborough



Position Type:

Mat leave cover contract until June 2021

Job Overview:



The customer services manager’s role is responsible for high quality customer interactions from the point of placing an order, through to invoice. The role is also responsible for handling the processes and communications in relation to order and invoice queries, as well as return requests.

It is essential that the CSM continuously promotes a culture of responsiveness towards our customers within the team.

The CSM is directly responsible for the Sales Order Processing and RMA team. They are also responsible for ensuring effective communication and promoting strong working relationships with the sales team, the other operations teams (warehouse, procurement, production and quality) and the finance team (for credit control and RMA). 

As head of department the CSM should work with the operations director to understand the company’s objectives and transpose them into departmental objectives.

The role reports into the Operations Director, with a dotted line into the Quality Manager who is responsible for the RMA process.


Main Duties


  • Manage the sales order process and release of picking lists to the warehouse, ensuring the accuracy of orders, allocations of stock and validating any order queries.
  • Ensure all price queries are validated with the sales team and agreed with the Sales Director where necessary.
  • Ensure daily cut-off times with the warehouse are met and implement an end of day reconciliation process.
  • Manage back orders by liaising with Purchasing and Production and ensure customers are kept informed of the progress of their orders.
  • Ensure sales invoices are printed and posted daily.
  • Be responsible for the Order Investigation process so that customer queries are answered within the agreed lead-time of 2 hours. Handle the communication with other internal teams and customers until full resolution of their query.
  • Report and analyse the root cause of queries and propose corrective actions.


  • Prepare and monitor weekly and monthly KPIs for the Operations Team meeting. Propose improvement plans where it appears processes fail to deliver 


Additional responsibilities

  • Handle UPS enquiries for delivery issues.
  • Encourage and support the team to upsell and cross sell products where possible and sensible.
  • Ensure all team members are effectively trained on processes and systems and can cover each other’s tasks.
  • Ensure team are appropriately trained on products.
  • Encourage a culture of self-improvement and personal development within the team.




Person Specification

  • Can work autonomously 
  • Focused on internal and external customer satisfaction
  • Effectively communicate with internal and external customers 
  • Drive to continuously improve processes and look forward for evolving requirements
  • Ability to solve problems as a team and deliver satisfactory outcomes and solutions to customers

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