Customer Service ManagerLocation: Grantham, Lincolnshire Package: Basic salary up to £45,000 (dependent on experience) plus bonus/OTE & flexible company benefits package Hours: 40 per week (Monday to Friday)Sector: Packaging Design & Manufacturing Protecting what matters, together We’re dedicated to protecting what matters most - our people, our customers, our communities, and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive, and friendly workplace where you can unpack a career that grows. With history stretching back over 75 years, we offer stability whilst always striving for continual growth. Our fast-paced, results-driven approach will challenge and often stretch you, but it will also give you opportunities for personal and professional development. Every colleague has the chance to directly influence our success, leading to real job satisfaction and achievement, at all stages of your career. We provide competitive pay and personalised incentives, alongside adaptable benefits to make your rewards package go further. And additionally, the way we work prioritises work-life balance and flexibility, empowering our colleagues to manage what is most important to them. Our business values commitment, diligence, teamwork, adaptability, and a thirst for learning… so if this sounds like you, come and join us to help drive change that enables businesses to plan for a better future. The Customer Service Manager Role The Customer Services Manager plays a pivotal role in ensuring the seamless operation of our customer service, internal sales and procurement functions. Reporting to the Operations Manager, this role involves overseeing a small internal sales team while actively engaging in handling customer enquiries, orders and procurement. With a focus on maintaining exceptional service levels, the Customer Services Manager collaborates closely with internal departments and the external sales team to ensure customer satisfaction and efficient order processing. Customer Service Manager Key Responsibilities
Team Leadership: Provide leadership to the internal sales and service teams, setting clear targets, conducting Performance and Development Assessments, and fostering a culture of continuous improvement through coaching and development opportunities.
Sales Administration: Oversee all aspects of the sales administration processes, ensuring timely and accurate completion using relevant systems, including ERP & CRM. Monitor sales input, invoicing, and margin reports to identify areas for improvement and take necessary actions.
Customer Engagement: Personally handle customer queries, orders, and requests, always maintaining exceptional levels of customer service and communication. Actively engage in developing existing accounts, identifying opportunities for upselling across the product portfolio, and encouraging the team to do the same.
Procurement Management: Lead and oversee the procurement function, ensuring the timely and cost-effective sourcing to meet customer expectations and support operational efficiency.
Collaboration and Communication: Work collaboratively with the Sales team and other departments, attending customer visits where necessary. Liaise closely with Production and Logistics to ensure the timely fulfilment of customer orders and maintain the agreed-upon delivery schedule.
Compliance and Quality: Operate within the Company’s ISO9001 and ISO14001 policies, ensuring adherence to quality standards and compliance requirements in all customer service and sales activities.
Health and Safety Leadership: Champion a strong Health and Safety culture across both sites, playing a proactive role in ensuring compliance with relevant regulations and standards.
Continuous Improvement: Drive process improvements, standardisation, and policy development within internal sales and administration functions, promoting operational excellence and efficiency.
Financial Management: Ensure a comprehensive understanding of direct labour, material, and overhead costs, collaborating closely with the central finance team to accurately report financial data and drive cost-effective decision-making.
What you will bring The successful applicant will ideally meet with the following criteria… Essential:
Demonstrable experience in customer service/internal sales team management, with a track record of achieving targets and delivering excellent customer service.
Strong leadership and people-management skills, with the ability to motivate and develop teams to achieve their full potential.
Proficiency in ERP & CRM systems and sales administration processes, coupled with excellent organisational and time management abilities.
Effective communication skills, both written and verbal, with the ability and willingness to engage with customers and internal stakeholders at all levels.
Resilience and adaptability in a fast-paced environment, with a proactive approach to problem-solving and decision-making.
Desirable:
Previous experience in the manufacturing sector or working with packaging or similarly designed products.
Familiarity with core vertical markets such as Aerospace, Defence, Electronics, Industrial, and Medical.
Positive attitude and collaborative mindset, with a passion for delivering exceptional customer service and driving business growth.
What you will get We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits can include: -
23 days annual leave (rising to 27 days with service) plus all public/bank holidays
Contributory pension scheme
Free parking at most of our sites
Employee assistance program to support & advise with well-being & any issues
Extensive range of training/development & potential progression opportunities
Employee discount scheme (discounts on several major retail/leisure brands)
Annual paid Volunteering Day
Simply Health/Dental Cover option or BUPA cover for qualifying roles
Enhanced HR policies relating to various employee rights & entitlements
Long service awards (5-40 years)
Charitable giving options
Financial support with eye-tests/purchasing glasses (DSE users only)
O2 Mobile discount scheme (up to 25% off)
Your future with us Here at Macfarlane Group, you truly have the potential to shape your own future and set your own ambitions. We are a large group company where internal promotion and mobility is a key feature of our success. Through tailored career plans, we provide a wide range of structure training & development pathways, utilizing both inhouse expertise to share knowledge and the best-in-class external training partners. There is potential access to management & leadership development, and we work closely with recognised, accredited bodies including the Institute of Leadership & Management (ILM) & the Institute of Sales Professionals (ISP). So there really are no limits to where your journey within Macfarlane Group may take you. How to apply We are working swiftly to find the best applicants and hope to hold local interviews ASAP. Please click ‘apply’ to submit your up-to-date CV. All applications will be acknowledged. If you haven’t heard from us within 2-3 weeks, please assume your application was unsuccessful. We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender expression, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. NO RECRUITMENT AGENCIES PLEASE