Full job descriptionCustomer Service Manager - Logistics (Entirely office based)
The Role
You will take ownership of the end-to-end customer journey, ensuring smooth order processing, fulfilment and aftercare, while driving continuous improvement across processes and systems.
Key Responsibilities
Customer Fulfilment & Operations
*Manage order processing, invoicing, and packing in line with credit controls
*Coordinate shipping, logistics, and international courier arrangements
*Oversee returns, warranties, and product fulfilment processes
*Identify and implement process improvements to enhance efficiency
Team Management
*Lead, mentor and develop a team of 4
*Upskill team members and monitor performance standards
*Conduct regular reviews and support continuous development
Customer & Technical Support
*Respond to customer queries, including basic technical enquiries
*Manage ticketing systems and ensure KPIs are met
*Escalate complex product or legal issues where required
*Support product testing, demonstrations, and documentation
Warehouse & Office Support
*Assist with stock control, booking in/out goods, and stocktaking
*Support warehouse operations including deliveries and dispatch
*Oversee office facilities (e.g. photocopiers, franking machines)
Skills & Experience Required
*Previous experience in a customer service management role within a product-based environment
*Strong leadership skills with the ability to motivate and develop a team
*Excellent customer service skills with a professional and empathetic approach
*Confident handling customer queries over the phone
*Experience using CRM systems
*Proficient in Excel
*Highly organised with strong attention to detail and the ability to multitask