Job Title: Customer Service Manager

Location: Milton Keynes

Hours: Monday to Friday 9am – 5:30pm (Site Based)

Salary: Negotiable on experience

GPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency, strong problem-solving abilities. You will lead from the front and be accountable for the end-to-end accuracy, flow, delivery-readiness of all customer orders and retention of those customers. This is a senior role to drive accountability, enforces high standards, and continually improves team performance and process control.

Key Responsibilities:

continuous improvement and development of the CS team.
Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking. Aiming for exceptional customer service is key.
Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness).
Ensure order entry is correct the first timecodes, quantities, and dates must be fully validated.
Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues.
Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication.
Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation.
Utilising the B2B platform and taking complete ownership to ensure it meets the requirements for customer service.
Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.

Skills and Qualifications:

Previous experience in a customer service leadership role, preferably in B2B or luxury goods is essential.
Experience managing a team in a fast-paced, order-driven environment.
Strong communication and cross-functional collaboration skills.
Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel.
Clear understanding of logistics and fulfilment processes.
Strong attention to detail and ability to manage competing priorities.

GPS Recruitment

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