Customer Service Team Leader

Customer Service and Internal Sales Supervisor
Location: Trafford Park, Manchester
Salary: £40,000 to £45,000
Permanent, full time. Office based, five days a week.
An established UK packaging manufacturer is looking for a Customer Service and Internal Sales Supervisor to lead its customer service team and improve how the office runs.
This is a hands on supervisory role. You will lead a team of two, report to the Commercial Director and be the person who drives change in the office. You may already have done this, seen it work and want to do it again. Or you may have the drive and ideas to lead change for the first time.
What you will do
Customer service leadership
* Supervise the team's daily workload, set priorities, monitor service standards and coach the team.
* Chair the weekly customer service meeting and make sure actions, CRM tasks and customer commitments are followed through.
* Be the escalation point for customer queries, complaints and non conformance reports, and see them through to resolution.
* Oversee accurate order administration, delivery bookings and transport arrangements.
* Monitor and report on customer orders and service KPIs, and use trends to fix root causes.
Internal sales improvement
* Run a regular pipeline review: opportunities, next actions and follow ups, and challenge anything that has stalled.
* Qualify new prospects and support account development, keeping every opportunity up to date in the CRM.
* Lead conversion and KPI reviews and give clear updates at monthly commercial meetings.
* Track year to date performance against budget and produce reliable sales figures and forecasts.
* Drive consistent use of the CRM, keep customer and commercial data accurate and improve documented ways of working.
What you will bring
Essential
* Experience supervising or coordinating a customer service, sales support or order management team in a B2B business.
* Evidence of improving CRM discipline, follow up routines or customer service processes.
* Experience handling escalations, complaints and competing priorities while staying customer focused.
* Commercial awareness and good numerical ability, with confidence reading sales, budget, forecast and service data.
* Strong Excel, CRM and ERP skills.
* Confidence running meetings and holding colleagues to agreed actions.
* An organised, practical approach and a desire to drive change, or experience of having done so.
Desirable
* Experience in manufacturing, distribution or a related environment.
* Familiarity with customer order tracking, works orders, stock management and supply chain processes.
* Experience of Sage or a similar business system.
What is on offer
* A salary of £40,000 to £45,000.
* A permanent role reporting to the Commercial Director, with real scope to shape how the customer service and internal sales office works
Only candidates based in UK and eligible to work in UK are allowed