Customer Service Manager in Birmingham, West Midlands

Applying for the Customer Service Manager role

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Job Title: Customer Service Manager
Location: West Midlands / Birmingham
Salary: £30,000 - £32,000
Type: Full Time
Job Sector: Customer Service
Sub Sector: Customer Services Manager
Job Reference No:

Job Description

Centric Recruitment have an immediate requirement for a CSM:

Summary of position: The Customer Service Manager is a critical role whose key responsibility is to lead the Customer Service team. The role encompasses the full outbound supply chain process from sales forecasting, through order fulfillment to include sales analysis and customer interface. Right sizing inventory levels to meet customer order profiles and looking out longer-term with the Materials and Planning groups to level out capacity issues and ensure we optimize our sales opportunities whilst being commercially aware to manage the inventory levels. This role must balance our inventory investment and service level.


a) Work with Sales leadership, Sales Directors, supply chain leaders and Executive leadership to develop strong repeatable order management processes to ensure customer satisfaction and an efficient supply chain is executed.

b) Ensure that planning and order parameters set up in JDE meet our customers order profiles and the business needs

c) Provide leadership input into the S&Op process by understanding the medium/longer term plans of the sales team and to feedback into the sales groups issues/challenges/opportunities coming out of the S&Op process

d) Work closely with Planning and Operations on a day to day basis to ensure that customer requirements are being met and to communicate promptly any issues to sales and the customer base

e) Direct reports will include Customer Service Leaders and this role requires strong leadership, change management, with a holistic supply chain understanding to manage this team.

f) Understand the key touch points between Customer Order Fulfillment, Distribution cost to serve, and Transportation to create cost effective customer relationships. Have a complete understanding of the commercial structure of the customers to ensure that they are meeting their commercial agreements with the business or where appropriate communicate any deficits against the commercial agreement to the Sales teams. To meet all Service Level agreements in place with the customer base and to make recommendations where changes need to be made.

g) Identify opportunities to improve efficiency of supply chain and collaborate with Customers or supply chain and warehouse to analyze and execute improvement.

If you feel you are the ideal candidate apply today (we will be happy to issue a full job spec on receipt of your CV.

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