Customer Service Assistant Manager (FMCG Supply Cha

Overview

The Customer Service Assistant Manager (FMCG Supply Chain) will be based in City of London and work on a full‑time, 12‑month temporary contract with Manpower UK, paying up to £61,000 per annum pro rata. The role supports Elida Beauty, overseeing service delivery across assigned markets, with a hybrid working pattern.

Key Responsibilities

• Manage day‑to‑day customer service activities for assigned customers and markets.
• Serve as the primary point of contact for customer operational queries and escalations.
• Ensure customer orders are processed accurately and within agreed timelines, providing proactive communication on order status, shipment updates and service issues.
• Support the end‑to‑end order‑to‑cash process, monitoring orders throughout the fulfilment cycle and resolving exceptions promptly.
• Collaborate with Commercial, Demand Planning, Logistics, and Finance teams to ensure smooth execution and adherence to customer requirements.
• Build and maintain strong working relationships with customer operational teams, supporting customer meetings, reviews and performance discussions.
• Coordinate timely resolution of customer complaints and service issues, and support initiatives to enhance customer satisfaction and retention.
• Monitor and report customer service performance against agreed KPIs such as Customer Fill Rate, On‑Time In‑Full (OTIF), Order Accuracy, Case Fill Rate, and customer complaints.
• Investigate service failures, identify root causes and drive continuous improvement initiatives.
• Work closely with Customer Development (Sales), Logistics, Warehousing, Planning and Finance to ensure seamless execution and alignment between customer requirements and supply‑chain processes.

Qualifications

• Strong leadership abilities, customer focus, and proactive problem‑solving skills.
• Proficiency in supply‑chain systems and experience in order‑to‑cash processes.
• Prior FMCG or beauty sector experience is advantageous.
• Ability to collaborate effectively with cross‑functional teams such as Commercial, Logistics, Finance and Customer Service.

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