Develop and implement a customer service policy for the local portfolio About the role DS Smith are looking for a Senior Supply Chain individual to join our UK Packaging division in Crumlin, and take full accountability of the customer service function including line management responsibility, working with the internal team to ensure the efficient and effective operation of the customer service function. This role will support the external Sales team and liaise with other functions within the business to meet and exceed the needs and requirements of our customers on a daily basis resulting in the business objectives and service goals being achieved. Key tasks include the smooth running of the customer service function and the strategic development of this function and its people and process. Management of core HR activities and liaising with other departments/suppliers to meet customer needs and requirements. Management and development of systems and reports and complaint handling, to provide pro-active resolutions to challenging situations. About you You will have experience of leading and motivating teams, with the responsibility of leading site Customer Service, and supporting Logistic and Production Planning teams. You and your team will drive efficient and effective scheduling of machine capacity and distribution networks to ensure reliable sales and customer service levels are met. You will have a passion for continuous improvement, continually looking to set and drive efficiency targets within Customer Services and Support Planning and Transport. to optimise conversion and logistics costs as well as develop effective supplier relations for all raw materials. Working closely with the sales teams you will understand demand analysis and conduct in-depth forecasting which will be pivotal to the success of this role, as a result strong computer literacy and Excel skills will be needed. Minimum requirements: Time served Customer service experience. Experience in Logistics, Manufacturing, Planning, Customer Services and Scheduling is required. Supply Chain experience as well as theoretical knowledge Should have knowledge of how a sales organisation works, specific understanding on the DS Smith sales model is desirable Should have good organisational skills and leadership experience Appropriate communication skills required The focus is to deliver world-class customer service in a fast-paced environment to delight the customer and grow our business. To continually develop an environment that promotes constructive involvement and engagement for the customer service team. Benefits Additional benefits include: 25 days’ holiday plus bank holidays Discretionary bonus Pension scheme Life assurance Income protection Employee assistance program Cycle to work scheme Shopping discounts Location: Crumlin About us We’re DS Smith, the FTSE100 company who are redefining packaging for a changing world. We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. Today, we operate in more than 30 different countries, proudly employing over 30,000 people, and supporting customers across sectors like FMCG, industrial, and e-commerce. We deliver on quality, service, innovation, and added value to deliver market-leading sustainable packaging solutions our customers need. Our industry needs to transform, and we’re building the team to drive change across Europe and North America. To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed. Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria.