Customer Service Manager

Cloud 9 are working exclusively with a global packaging group to appoint an experienced Customer Service Manager into a key leadership role within one of their high-performing UK manufacturing sites in Cambridgeshire.

This is a pivotal appointment within the site leadership structure. The successful individual will be responsible not only for leading the customer service function, but also for strengthening the operational processes that support customer order management, stock control and service delivery.

The organisation has ambitious growth plans for the site, and this role will play a central part in ensuring the customer service function is structured, proactive and scalable as production capacity and output increase.

Working closely with the Planning & Capacity Manager, Production, Commercial and Design teams, the successful candidate will ensure customer demand is effectively translated into operational execution while maintaining a high level of service delivery and customer satisfaction.

This position will suit an experienced leader who enjoys improving processes, developing teams and bringing fresh thinking to established operational structures.

The Role

The Customer Service Manager will take full responsibility for leading and developing the customer service function while ensuring that customer demand, operational planning and service delivery remain closely aligned.

A key focus of the role will be improving how customer orders, forecasting and stock availability are managed, ensuring systems and processes are robust enough to support future growth across the site.

Key areas of responsibility will include:

• Leading, mentoring and developing a team of six Customer Service Executives
• Driving high standards of customer service, order accuracy and service reliability
• Acting as the senior escalation point for complex customer or service-related issues
• Developing more proactive systems for customer order management, forecasting and stock & serve processes
• Working closely with planning, production and dispatch to ensure customer demand is accurately translated into operational schedules
• Identifying bottlenecks within current processes and implementing improvements
• Using performance data and operational insight to drive continuous improvement initiatives
• Supporting cross-functional collaboration across operations, commercial, design, finance and supply chain
• Embedding a culture of accountability, collaboration and customer-first thinking within the team
• Supporting ongoing change and development as the site continues to grow

The Individual

We are seeking a strong people leader with a background in customer service within a manufacturing FMCG environment.

The successful candidate will bring both operational & commercial awareness and strong leadership capability, with the ability to understand how customer demand integrates with production planning and wider operational processes.

Key experience and attributes will include:

• Proven leadership experience within a customer service or operational management environment
• Strong background within manufacturing, packaging or FMCG sectors
• Experience managing and developing customer service teams
• Strong understanding of sales order processing, forecasting and stock management
• Ability to work cross-functionally with planning, production and commercial teams
• Experience identifying process inefficiencies and implementing improvements
• A proactive, inquisitive and solutions-focused mindset
• Experience supporting or leading change management initiatives
• Strong organisational and analytical skills
• Advanced IT capability including Microsoft Excel
• Experience within supply chain, stock control or operational planning environments would be advantageous
• Degree education is desirable but not essential

The client is also open to individuals who may currently sit within operations or supply chain roles, provided they have a strong understanding of customer service and manufacturing processes.

The Opportunity

This role offers the opportunity to join a profitable and growing manufacturing site within a global packaging group, where the leadership team are committed to continuous improvement and operational excellence.

The culture on site is collaborative and supportive, with a close-knit management team and a workforce that takes genuine pride in delivering for both the business and its customers.

There is also clear potential for future career progression as the site continues to expand its capabilities and output.

Application Process

Cloud 9 are acting as the Retained Search Partner on this assignment. All applications, enquiries and initial discussions will be handled in strict confidence by Cloud 9.