Mackle Petfoods is a proud owner of premium pet food brands, including Brandy, Cat Club, Naturo, and Norsh, supplied through multi-channels across local, national, and international markets. We are also proud to manufacture a wide range of private label brands. We are seeking a dedicated and customer-focused Customer Service Supervisor to join our team. In this role, you will be responsible for professionally managing all customer queries, orders, and complaints from retailers, distributors, and consumers through telephone, email, and social media platforms. You will play a key role in delivering exceptional customer service and ensuring complete customer satisfaction, all while upholding our company policies and brand values. If you are passionate about providing outstanding support and contributing to a customer-centric environment, we would love to hear from you Main Responsibilities: The successful candidate should fulfil the following criteria: Live the company values care, integrity, quality, innovation and sustainability. Promote a culture of performance and continuous learning and improvement within the Customer Service Function. Gain an awareness of cross functional departments within the business to build product and processing knowledge. Build a strong, in-depth foundation of knowledge for all company brands and products. Oversee the handling of all enquiries received via communication methods including but not limited to online / telephone / social media, relating to products, complaints and orders etc. ensuring each customer receives a satisfactory response and all complaints are captured for investigation and trending. Develop, implement and manage the creation of a customer database / CRM system to capture enquiries, to help trend and report positive and negative feedback from customers. Responsible for the complaints database, capturing all customer and retailer complaints. Help lead the continuous improvement of the company through collaboration with other departments and escalating reoccurring trends to senior management to ensure the root cause is identified and a solution implemented to reduce / eliminate the issue. Reporting potential issues or challenges to the Board of Directors in a proactive manner. Analyse and identify frequent enquiries and advise how to improve the companys external communications to help educate the consumer which will result in a reduction of enquiries. Processing of online and telephone orders to the logistics team. Continuously evaluate Customer Services process with the aim to enhance the customer experience along every step of their purchase journey. Attendance at consumer shows to represent the company and brands. Other duties, within reason, as and when required. PERSON SPECIFICATION Knowledge Essential; 2-3 years experience in a customer facing role. 5 GCSEs, inc. English & Maths Desirable; Degree Level Education Relevant Experience Essential; Intermediate level of use in PC applications (Microsoft Word, Excel & Power Point Desirable; FMCG experience Experience or confidence working with e-commerce systems such as Shopify and logistics systems. Experience managing a customer services team/department. Skills & Competencies Essential; Excellent attention to detail and accuracy Very good communication skills; both verbal & written (English Language) - Polite but firm Confident handling difficult situations Patient, remain calm under pressure. Excellent organisational skills Ability to prioritise and meet deadlines. Reliable Good time management Must be able to work on their own initiative. Ability to work within a team Desirable; Ability to pick up and assimilate information quickly and easily. Strong multitasking skills Circumstances Essential; Able to work full-time hours: Monday to Friday, 9am to 5pm, on-site, at Mackle Petfoods sites. Occasionally, additional hours may be required to meet deadlines. Available to travel on limited occasions (i.e. support for exhibitions), including weekends for events. Clean Driving License Skills: Administration Customer Service Customer complaints Customer Service Managing customer service Manage customer service Benefits: Company Pension Free Parking Health Insurance / Health Cash Plan Career Progression Supported Training