Customer Service Manager

Customer Service Manager

Department: Customer ServicePurpose of the RoleThis role is responsible for running the day-to-day customer service, order fulfilment, and warehouse operations making sure customers get a reliable, responsive service and orders go out accurately and on time.You'll lead the local team, set and track the KPIs and SLAs that keep the operation moving, and work closely with Supply Chain, Sales, and Finance to support the wider business.

There's a strong continuous improvement element, you're expected to spot what's not working and fix it, not just maintain the status quo.Key ResponsibilitiesOwn and manage the full customer service operation, making sure processes, policies, and ways of working are consistent with global standards.Build and develop the local team hiring, training, coaching, performance management, and regular reviews. You're responsible for creating a high-performing team, not just overseeing one.Set and monitor SLAs and KPIs to track service quality and team performance, and use the data to drive improvement.Manage the end-to-end order cycle from order intake and prioritisation through to dispatch and delivery ensuring accuracy and speed.Run warehouse operations including stock control, safety stock replenishment, annual stock checks, and keeping the facility safe and well-organised.Coordinate logistics including imports, customs clearance, courier performance, and shipping SLAs.Act as the escalation point for customer complaints, service issues, and customer communications, you own the resolution.Work cross-functionally with Supply Chain, Sales, Finance, and other departments to support business objectives, reporting, and customer satisfaction.Lead continuous improvement projects, support testing of new processes, and identify opportunities to make the operation more efficient.Handle operational admin including purchase order management, customer updates, returns, and chasing timely customer payments.Core CompetenciesCustomer Focus: puts the customer at the centre of decision-making and service delivery.Manages Complexity: comfortable handling ambiguity, competing priorities, and multiple moving parts.Drives Engagement: creates an environment where the team is motivated, accountable, and developing.Strategic Mindset: sees beyond the day-to-day; anticipates risks and opportunities before they arrive.Action Orientated: takes on challenges with urgency and energy rather than waiting for direction.Drives Results: delivers consistently, even when things get difficult.Qualifications, Skills & ExperienceEssential:Minimum 3 years in a senior customer service role with team leadership responsibility.Comfortable working under pressure, managing competing deadlines, and maintaining accuracy across high volumes. Self-starter who can work independently and as part of a team. Strong Excel skills. Fluent in the local language and English, both written and spoken.Desirable:Experience with imports, customs clearance, and international logistics. Background in medical devices or a regulated industry. Graduate-level education with an ambition to build a career in an innovative medical device company. Familiarity with ERP systems. Awareness of data protection, cyber security, and anti-money laundering policies.