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Customer Service Manager - Luxury Products

Job Title

Customer Service Manager - Luxury Products

RecruiterMichael Page Procurement & Supply Chain
Industry SectorFMCG - Food & Drink, FMCG - Non Food, Grocery, Manufacturing, Manufacturing - Other, Non-Grocery, Pharmaceutical & Biotech, Retail, Technology & Electronics
Salary£42,000 to £45,000 per annum
Benefitsbonus and benefits
Town/CityWest London
LocationsGreater London, London
Contract TypePermanent
Job CategoriesOperations, Supply Chain Jobs
Date Posted13 October 2017

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Do you have strong B2B order to cash and customer service management experience? Have you got a good track record of line management? Do you want to work for an exciting, international Luxury Products company?

Client Details

Our client is an exciting, international Luxury Products company based in London. They supply exceptional products and have ambitious plans. They now need an experienced, high calibre Supply Chain Manager to lead their Customer Service team.


The Customer Service Manager will:
  • Align customer services team globally to deliver consistent customer service experience and objectives
  • Be the voice of the company by ensuring external and internal customer communications are consistent, clear and timely
  • Work closely with planning, sales, finance and 3PL logistics provider to ensure there is quick turn around on order to cash
  • Daily review of open orders reports to ensure delivery of the monthly sales target
  • Conduct regular reviews with sales and key customers to ensure we are delivering optimum customer service experience
  • Improve Customer Service experience by implementing efficient processes and resolve customer queries quickly
  • Support all team members on day to day critical business decisions and use defined escalation route where necessary
  • Review customer queries periodically and work towards resolving root causes
  • Creating and maintaining documentation related to customer service procedures on shared network
  • Generate and review periodic reports on customers services KPIs, Customer buying behaviour and order to cash cycle
  • Manage resources within team to support peak business activities during month ends and any promotional activities


The successful candidate will have:
  • Essential 3-4 years of experience in similar capacity
  • Ability to not only plan but to plan in the context of the business and manage the plan when faced with conflicting priorities
  • Able to build a good rapport with internal customers and communicate effectively with all stake holders
  • Strong People, Team Leadership and Management skills, with demonstrable evidence of creating high performing teams and delivering operational excellence
  • Real attention to detail with the curiosity to investigate and the tenacity to get the nub of an underlying issue (be three questions deep, rather than accepting of the first answer provided)
  • Strong written and verbal communication skills
  • Good understanding of customer services for multi-channel business with global reach
  • Intermediate–Advanced Microsoft Office skills in Excel (able to use pivot) and PowerPoint
  • Previous experience with Navision is desirable

Job Offer

The Customer Service Manager will be based in London, and earn £42k-£45k plus bonus and benefits.

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Recruiter: Michael Page Procurement & Supply Chain
Tel: N/A
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