Customer Service Manager

Location: Cannock, Staffordshire
Salary: Up to £50,000 per annum + Pension
Contract: Permanent
Hours: 39 hours per week
Working Arrangement: Site-based

Macildowie are working with this client based in Cannock, Staffordshire, a well-established manufacturing business operating within a fast-paced, quality-driven environment.

We are looking for an experienced and commercially aware Customer Service Manager to lead and develop their Customer Service and Despatch functions, ensuring exceptional customer service, operational efficiency and consistently high levels of on-time delivery.

This is an excellent opportunity for a hands-on leader who enjoys building strong customer relationships, developing teams and working collaboratively across manufacturing, production and supply chain operations.

Reporting into the senior management team, you will take responsibility for ensuring customer requirements are effectively managed, communicated and delivered across the business.

You will act as the key link between customers and internal operational teams, driving service improvements and ensuring customer orders are fulfilled on time and in full.

Key responsibilities include:

• Lead, motivate and develop the Customer Service and Despatch teams, creating a high-performance culture.

• Build and maintain strong customer relationships, acting as the main escalation point for complex customer enquiries and service issues.

• Oversee customer orders, demand schedules and forecasting requirements through MRP systems.

• Ensure customer portal requirements, including EDI and ASN communications, are accurately maintained.

• Collaborate closely with production, purchasing and logistics teams to ensure delivery commitments are achieved.

• Monitor and improve customer service KPIs, particularly OTIF performance and emergency freight costs.

• Oversee despatch operations, transport coordination and customer packaging requirements.

• Identify opportunities for continuous improvement across customer service, planning and logistics.

• Support customer account performance reviews and proactively resolve potential supply issues.

We are looking for a confident, resilient and proactive manager who understands the demands of a fast-moving manufacturing environment.

You will ideally have:

• Proven experience managing a Customer Service, Customer Operations or Customer Supply Chain function.

• Previous experience within manufacturing, ideally automotive, plastics or a Tier 1 supplier environment.

• Strong knowledge of customer scheduling, MRP systems and demand management.

• Experience managing customer relationships and resolving operational service challenges.

• A good understanding of despatch, logistics and supply chain processes.

• Experience working with EDI, ASN and customer portals.

• Strong Excel skills and a data-driven approach to performance management.

• Excellent leadership, communication and stakeholder management skills.

• The ability to remain calm, organised and solutions-focused under pressure.

• Competitive salary of up to £50,000, dependent on experience.

• Company pension.

• Permanent opportunity within an established manufacturing environment.

• A varied leadership role with responsibility across customer service and despatch.

• The opportunity to influence customer satisfaction, operational performance and continuous improvement.

If you're an experienced Customer Service Manager looking for your next challenge within manufacturing, we'd love to hear from you.

Apply today or contact Macildowie for a confidential discussion.

Macildowie is committed to supporting diversity and inclusion in recruitment. We welcome applications from candidates with relevant experience and transferable skills.