Customer Service Manager

Customer Service Manager - Drinks FMCG Business - Southwest London - Up to £40,000 plus package

This is a rare chance to join one of the leading Drinks FMCG businesses in the country. Our client has partnered exclusively with COREcruitment to grow their customer service team. The business has a range of excellent products, all recognizable and known within both the on & off trade.

We are looking for a Customer Service Manager to drive the commercial success of the business. The Customer Service Manager will be responsible for delivery day-to-day service operations, providing support to suppliers and buyers, managing order processing, driving efficiencies and supporting cross functionally with all areas of the business.

This role will be 5 days per week in the West London office. What this business offers:

• A competitive salary and performance-based bonuses.
• The chance to work with globally recognized brands in an exciting and dynamic industry.
• A collaborative and supportive work culture.

Customer Service Manager responsibilities include:

• Process all customer orders, track status, complete ASN's and managing shipping and invoicing.
• Manage customer service operations, resolving escalations and ensuring timely, accurate support for all B2B and D2C customers. Supporting with service updates.
• Monitor key metrics and data, including service levels, response times, customer satisfaction and process performance.
• Gather customer insights and feedback, using this information to improve processes, products, and overall customer experience.
• Drive continuous improvement, identifying opportunities to streamline workflows, reduce friction, and enhance support tools.
• Collaborate cross-functionally with commercial, operations, supply chain and marketing teams to ensure alignment and service excellence.

The Ideal Customer Service Manager candidate:

• Proven experience in a customer service role, ideally in FMCG, drinks, hospitality or B2B environments.
• Previous experience working with systems such as Business Central (Bevica)
• Excellent communicator with the ability to influence, problem-solve and collaborate cross-functionally.
• Data-driven mindset with experience using metrics to improve performance.
• Passionate about delivering exceptional customer experiences and creating efficient, scalable processes.
• Highly organised, proactive and comfortable working in a fast-moving growth business.