Senior Customer Service Manager
# Senior Customer Service Manager **Christy UK** · Stockport SK4 · `On-site` 🕒 **Статус:** *Опубликовано: 6 дней назад* · *Источник: Indeed* --- ### About the Role Role purpose Own the end-to-end order management process for B2B, wholesale, Export and Retail stores, ensuring orders are accurate, planned, prioritised, and released to the 3PL in a controlled manner that supports OTIF delivery, cost efficiency, and customer satisfaction. The role would also manage the direct to customer orders from our manufacturers that bypass the 3PL. This role acts as the commercial and operational bridge between Sales and the 3PL, translating demand into executable warehouse plans. Key responsibilities Order Management & Customer Service Lead a team responsible for: Order receipt Order validation Order preparation and release to the warehouse Ensure all orders are complete, accurate, and released in line with agreed cut-off times and SLAs Ensure all customer invoices are correct and issued in a timely manner Act as escalation point for order-related customer queries and complaints (excluding DTC eCom) Sales & Forecast Alignment Work closely with Sales teams (B2B, Retail, International) to: Capture rolling sales forecasts Understand upcoming promotions, launches, and special events Translate commercial plans into operational demand signals Ensure forecast and event information is shared in a timely and structured way with the 3PL Coordinator and Demand Planning Operational Planning Own the order book visibility: Forward order load Peak days / weeks Customer-specific requirements Back order planning and processing Proactively identify risks to OTIF and escalate early Ensure B2B customers comply with agreed ordering rules (e.g. pack quantities, minimum order logic) People Leadership Manage and develop a small, high-performing team Define clear roles, KPIs, and escalation paths Drive a proactive, planning-led culture rather than reactive firefighting Governance & Reporting Own customer service KPIs: OTIF Order accuracy Customer complaints related to fulfilment Provide weekly and monthly performance updates to leadership Contribute to continuous improvement initiatives across order flow and customer experience Develop and main all related Customer Service SOP’s Key interfaces Sales (B2B, Retail, International, Export) 3PL Coordinator Demand Planning Finance 3PL Customer Service team ECom Customer Service Success measures Improved OTIF Reduced last-minute order changes Fewer warehouse expedites Higher customer satisfaction scores This role jointly owns OTIF performance with internal and external stakeholders and is expected to proactively identify and resolve risks before they impact customers. Required Experience 5–8+ years’ experience in Customer Service, Order Management, or Sales Operations within a product-based business Proven experience managing B2B and retail customer order processing Experience working with 3PL warehouse environments and understanding warehouse constraints Experience coordinating with Sales teams on forecasts, promotions, and event planning Demonstrated experience managing and developing a small team (2–5 people) Experience handling export documentation and international customer requirements Track record of improving OTIF performance and reducing order errors Strongly Preferred Experience Experience in retail, home textiles, FMCG, or SKU-intensive businesses Experience supporting both wholesale and own retail stores Exposure to ERP / WMS environments (SAP, Oracle, NetSuite, or similar) Experience working in a business with seasonal peaks or promotional volatility Qualifications Higher Education in Business, Supply Chain, or related field (preferred but not essential with strong experience) Formal training in Customer Service Management, Sales Operations, or Supply Chain (advantageous) Strong Excel capability (intermediate to advanced) Commercial awareness training or experience (P&L exposure advantageous) Competency Profile Commercial judgement Structured thinking Ability to challenge Sales constructively Forward planner (not reactive) Detail-focused but commercially balanced Calm under peak pressure Pay: From £40,000.00 per year Work Location: Hybrid remote in Stockport SK4
Наблюдалась 2026-09-17, впервые 2026-09-11, источник — Indeed.