Customer Service Assistant Manager (FMCG Supply Chain)

Manpower are currently seeking an interim Customer Service Assistant Manager (FMCG) to work with our global client, Elida Beauty, renowned for brands such as TIGI, VO5, Toni & Guy, and Brylcreem, and become an integral part of their fast-paced environment.

The position is based in Holborn, London. This is a full-time temporary role for 12 months, requiring 37.5 hours per week, Monday to Friday. Compensation for this role is competitive, paying up to £48,000 per annum, pro rata, depending upon experience.

The role currently offers a mix of remote and onsite working, subject to adjustment based on business requirements.

We are seeking a customer-focused and proactive Customer Service Assistant Manager to support the delivery of excellent customer service across assigned markets and customers. The role is responsible for managing day-to-day customer service activities, supporting order-to-cash processes, driving service level performance, resolving customer issues, and collaborating with Commercial, Supply Chain, Logistics, Finance, and Customer teams to ensure flawless execution and customer satisfaction.

Key Accountabilities

Customer Service Operations

• Manage day-to-day customer service activities for assigned customers and markets.
• Serve as a primary point of contact for customer operational queries and escalations.
• Ensure customer orders are processed accurately and within agreed timelines.
• Provide proactive communication regarding order status, shipment updates, and service issues.
• Support the delivery of excellent customer experience and service performance.

Order-to-Cash Management

• Coordinate the end-to-end order-to-cash process from order receipt through delivery and invoice completion.
• Monitor orders throughout the fulfilment cycle and resolve exceptions promptly.
• Collaborate with Commercial, Demand Planning, Logistics, and Finance teams to ensure smooth execution.
• Support resolution of order blocks, pricing discrepancies, delivery issues, and invoice queries.
• Ensure adherence to customer requirements and internal business processes.

Customer Relationship Management

• Build and maintain strong working relationships with customer operational teams.
• Support customer meetings, reviews, and performance discussions.
• Coordinate timely resolution of customer complaints and service issues.
• Work closely with account managers and commercial teams to support customer growth plans.
• Contribute to customer satisfaction and retention initiatives.

Service Performance & KPI Management

• Monitor and report customer service performance against agreed KPIs.
• Track service metrics including Customer Fill Rate, On-Time In-Full (OTIF), Order Accuracy, Case Fill Rate, Customer Complaints and Service Level Performance
• Investigate service failures and identify root causes.
• Support continuous improvement initiatives to enhance customer experience.

Cross-Functional Collaboration

• Work closely with Customer Development (Sales), Logistics, Warehousing, Planning, and Finance teams to ensure seamless execution.
• Support Joint Business Plan execution with customers through strong operational management.
• Ensure alignment between customer requirements and supply chain capabilities.
• Participate in regular operational and service review meetings.

Issue Resolution & Continuous Improvement

• Lead day-to-day issue resolution for customer service challenges.
• Identify trends in customer complaints and service failures.
• Support process improvement initiatives that enhance service, efficiency, and compliance.
• Assist in implementing new tools, systems, and customer service capabilities.
• Promote process discipline and operational excellence across the customer service function.

Reporting & Analytics

• Prepare weekly and monthly customer service performance reports.
• Analyse customer service data to identify risks, opportunities, and improvement areas.
• Maintain service dashboards and reporting tools.
• Support business reviews through timely and accurate reporting.
• Provide insights and recommendations to management based on performance trends.

Key Requirements

• Experience in Customer Service, Customer Operations, Supply Chain, or Order Management within FMCG or Distributor Market.
• Experience managing customer relationships and order fulfilment processes.
• Experience working with cross-functional teams and external customers.
• Strong analytical and problem-solving capability.
• Strong Microsoft Excel skills.
• Experience with ERP systems such as SAP, Oracle, or Microsoft Dynamics.
• Experience with Power BI, Tableau, or reporting tools is desirable.
• Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related discipline preferred.

Additional Information

Occasional UK based travel required for warehouse visits, 3PL meetings, and operational reviews.

Holborn working environment:

• Bike Storage
• Café
• Kitchen & Communal Areas
• Complimentary Tea & Coffee
• Complimentary Fruit & Biscuits
• Gym Facilities