WOW Recruitment are seeking a Customer Service Manager role on behalf of our client, a well-respected distributor, supplying major national retailers and operating a growing direct-to-consumer eCommerce channel.
This newly created role is is an opportunity for a proactive, hands-on leader to step into a role with genuine autonomy and the ability to shape how customer service operates across the business, putting your own stamp on the role.
What’s in it for you?
- Newly created leadership role with real ownership and autonomy
- Opportunity to build structure, improve processes, and uplift a customer service function
- Exposure to major national retailers and global consumer brands
- Incentives
- Supportive culture
- Long-term career development opportunities
- Leading and supporting a small Customer Service team, remaining hands-on where required
- Owning day-to-day customer service operations across B2B retail partners and direct-to-consumer eCommerce
- Managing ticket based enquiries via phone and email channels
- Handling enquiries relating to order status, delivery updates, invoices, PODs, credits, returns, and after-sales support
- Introducing structure around SLAs, response times, workflow prioritisation, and escalations
- Improving the use of the ticketing system
- Creating and maintaining reporting and dashboards to measure team performance
- Using SAP for order management, customer data, and operational reporting
- 1-2 years + of team leadership/management of a customer service team
- Prior use of SAP preferred
- Strong prioritisation skills and ticketing triage
- A proactive, self-driven leader who takes initiative and ownership
- Comfortable making decisions and introducing structure
- The ability to nurture, coach and develop team members
- Supportive and practical leadership style
- Confident communicator who can manage internal stakeholders and external customers
- Process-focused with a strong interest in improving systems and workflows
- Experience in customer service within distribution, wholesale, retail, eCommerce, electronics, or logistics-heavy environments
