Role Highlights A senior role within a globally recognised, high-performing manufacturing business. This is an opportunity to take ownership of a critical customer-facing function, bridging commercial relationships and production operations in a fast-paced environment. For the right person, this role offers genuine scope, accountability, and long-term career opportunity. Role Overview Reporting into senior leadership, the Head of Customer Service will be responsible for managing the end-to-end customer experience from order intake through to delivery, while serving as the key liaison between customers and the manufacturing operation. On a daily basis, you will manage customer communications, process orders through the ERP system, and coordinate with internal teams to ensure commitments are met. Weekly, you will monitor order fulfilment status, review pipeline data, and work closely with relevant stakeholders to resolve emerging issues. Monthly, you will maintain accurate forecasts, report on performance, and oversee key data integrity across the function. In this role, your impact spans both commercial and operational outcomes. You will manage the flow of information between customers and internal teams, provide technical and lead time guidance, and support the resolution of customer issues. Working closely with the broader leadership team, you will play a central role in upholding service standards and driving continuous improvement. This role suits a seasoned professional who thrives at the intersection of customer service, logistics, and manufacturing, someone who brings structure, technical credibility, and a genuine customer-first mindset. Responsibilities Process and manage customer purchase orders end-to-end within the ERP system, ensuring accuracy and timely fulfilment Coordinate with internal production teams to monitor order status and manage customer expectations around lead times and delivery Provide customers with technical product information and work alongside the engineering team to deliver accurate responses Maintain forecasts, customer data, and delivery schedules with a high degree of accuracy Support the resolution of customer issues and monitor invoicing and stock movements Candidate Profile 3 to 5 years experience in a customer service, estimating, or supply chain role within a manufacturing environment Solid understanding of ERP systems and experience managing order fulfilment processes Technical aptitude with the ability to communicate product and manufacturing information clearly to customers Strong organisational and critical thinking skills with the ability to manage competing priorities under pressure Excellent written and verbal communication skills, with a collaborative and approachable style Culture & Benefits This business is a well-established manufacturer with a strong reputation for quality, sustainability, and innovation. Operating across multiple sectors, the company fosters a performance-led culture where expertise is valued, contributions are recognised, and people are supported to grow. Build something meaningful Step into a senior role with real influence over how the customer function operates and evolves. Supportive environment Join a tight-knit, experienced team that values technical knowledge and collaborative problem-solving. Stability and growth Be part of a business with a strong global network and a clear commitment to long-term investment in its people. Apply If this sounds like you, please send your resume by clicking the "apply" link below. The reference number for this role is JM72133. Please allow 3 to 5 working days for us to process all applications. All applicants will hear back from us, either via email or telephone.
