Imperial Recruitment

Customer Service Manager

Location: Newton Aycliffe

Salary: Negotiable plus competitive benefits

Hours: Monday – Friday 08:30am – 16:30pm 

Type: Permanent


To lead and manage a sales co-ordinating customer service team across Europe for the Hygienics business, focussing on all aspects of front line order management from order receipt, all the way through to cash paid as an end to end process



  • Responsible for the effective management of customer orders from receipt to dispatch.
  • Lead and engage a team of Sales Co-ordinators to provide ‘best in class’ service in FMCG market for Hygienics products. Act as escalation point for any serious customer concerns, negotiating mutually agreeable solutions to avoid loss of business.
  • Interpret differing customer requirements and adapt the Order Fulfilment team processes to allow for a flexible and customer focussed response to these requirements.
  • Understand and develop the Quality Standard requirements of the Customer Service department. Translate into Standard Operating Procedures/SLA’s that provide the necessary service levels to meet customer and business requirements.
  • Manage the order-processing element of the business whilst playing an active role in key accounts on a day-to-day basis. Establish and maintain systems to ensure customer orders are managed in a structured manner.
  • Identify, develop, maintain and report on Supply Chain KPIs that are critical to the effectiveness of the Hygienics business.
  • Lead in continuous improvement activities across the team to develop systems and processes in order to maximise the effectiveness of the front line end-to-end order process on profitability.
  • Responsible for building vital relationships with the European Sales team members and providing support where necessary to maximise business opportunities.
  • Act as link between Sales & Operations based on customer orders and expedite order delays, working closely with production to prevent repeat issues.
  • Manage the credit-controlling element of the customer portfolio, liaising with customers and the wider commercial team to solve any outstanding issues concerning invoice/cash queries.
  • Provide a daily support function into the Supply Chain Manager as well cover for this role as and when required.
  • To be aware of the Ineos 20 principles of safety and to follow these principles at all times, leading by example and setting the correct standards for yourself and your team to adhere to at all times.
  • Responsible for the B2C fulfilment process and accurate data management within SAP.
  • Develop and mentor direct reports whilst also developing the overall customer service function.
  • Extracting sell out and stock information from multiple customer portals and manipulating into useable data. Collating and presenting data reports to functional management.



  • Previous roles in FMCG customer service would be desirable
  • Minimum 3 years Team leader/Management experience
  • Prior knowledge of Logistics procedures and processes would be preferable as well as demonstrated change management skills
  • A Level education as a minimum
  • Potentially recruiting from Customer Service Teams, Supervisors, order processing type roles
  • SAP system – Knowledge and understanding of SAP specifically related to Sales Order modules
  • Knowledge of Excel and other MS systems, particularly related to interpreting and presenting data in the form of KPIs.
  • Knowledge and understanding of Export documentation requirements.
  • Knowledge of FMCG
  • Knowledge of 3PL operations
  • Leading a team
  • SAP knowledge
  • High competence in excel
  • Ability to interpret and present data in formats which are suitable for multiple audiences.


More information:

The new Hygienics business is a move from the usual industrial supply chains that INEOS are very familiar with, into the retail and FMCG markets. This will mean a complete change in dynamic of the customer service requirements and will make this role vitally important in ensuring customer satisfaction. Ability to deal with challenging customers and ever-moving market conditions with a calm and thoughtful approach will be a key requirement for success in this role. Working with customers across UK and Europe and managing the workload of a small team. Accurate and timely provision of reports and collating and analysing data from a variety of locations and presenting to senior members of staff the results of that data. Co-ordinating meetings with the Sales teams to review customer performance vs forecast and preparing S&OP detail slides for delivery to the SLT.

For a confidential chat about this opportunity please contact Dan Pilkington at Imperial Recruitment Group. 

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