Customer Service Manager, wholesale (Ref 1264) - I Love My Job Ltd : Job Details

A fast-paced and design led consumer brand is looking for a proactive and highly organised Customer Service Manager to join their growing team. This is a pivotal role supporting their thriving sales team, ensuring that their customers all receive an excellent service.

This role would suit someone who thrives in a dynamic, collaborative environment and is eager to take ownership of key processes. With direct responsibility for managing orders for major retail accounts, you'll manage and coordinate efforts to ensure products are delivered on time and in full. You’ll also provide mentorship and day to day leadership for the Sales Support Coordinators (x2), helping to streamline workflows and deliver outstanding service to retail partners.

Key responsibilities will include:

• Managing the full order lifecycle for all retailer and distributor accounts, ensuring on time, in full delivery.
• Thoroughly understanding the unique needs of each customer and ensuring that these measures are all met.
• Overseeing sales order processing, from order placement through to fulfilment - liaising with internal teams and external warehouses to ensure accuracy and timeliness.
• Reviewing and interpreting supplier manuals and retailer guidelines to ensure compliance across all processes.
• Acting as the key contact for customer queries relating to product specs, samples, compliance documentation and delivery updates.
• Running regular WIP reports to monitor stock, flag issues early and support effective allocation.
• Working with the shipping team, keeping on top of all shipping dates, taking relevant action to update any retailers should there be delays.
• Liaising across operations, sales, compliance, shipping and production teams to ensure seamless communication and alignment on priorities.
• Managing bespoke requirements and ensuring associated costs and approvals are clearly tracked and documented.
• Mentoring 2-3 Sales Support Coordinators – providing day to day guidance, workload management and professional development support.
• Taking the initiative to identify and implement operational process improvements across the team.

Experience and requirements for this role:

• Strong experience in customer service management or senior level sales support within a consumer goods or FMCG business.
• Experience managing orders for a variety of customer types (from Nationals to indies and online), as well as global exposure (distributors etc).
• Strong understanding of supplier manuals, compliance requirements and behind the scenes logistics for major retailers.
• Excellent attention to detail, strong organisational skills and the ability to multitask effectively.
• Clear and confident communication skills – able to liaise professionally across teams and with customers, and to push back when required.
• Advanced Excel and numeracy skills.
• A proactive, solutions-focused mindset with a desire to continuously improve systems and processes.
• Experience mentoring or line managing a team member is highly desirable.
• Positive, calm under pressure, and able to adapt to shifting priorities in a fast-paced environment.

Diversity & Inclusion: ILMJ values diversity, equality and inclusion and encourages applicants from all backgrounds and identities.