Customer Support Manager

Job Title: Customer Support Manager
Location: Wellingborough, Northamptonshire
Salary: Up to £35,000
Working Hours: Monday to Friday, 08:45 - 16:45 - Flexibility on this
Working Arrangement: Hybrid (minimum 3 days per week in the office)

Macildowie are working with this client based in Wellingborough on an exciting Customer Support Manager opportunity within a fast-growing manufacturing and logistics organisation operating in the sustainable packaging industry.

This is a permanent position reporting into the Group Operations Director, responsible for managing the order fulfilment process from customer enquiry to delivery - including sales order processing, transport planning, and customer service. You'll also have supervisory responsibility for one Administrator and play a crucial role as the operational link between Sales and Production.

This role offers the chance to contribute to an ambitious and expanding business, which has grown turnover from £3m to £6m in the past year with further international growth planned. With a customer base that includes large US clients and recent investments into digital systems and infrastructure, the business is entering a new and exciting phase.

Key Responsibilities:

• Process customer sales orders across all channels, including online platforms, ensuring SLA compliance
• Liaise with internal teams for delivery dates, stacking plans and loading plans
• Organise export customs documentation and delivery acknowledgements
• Track orders and manage the flow of information between departments
• Be the first point of contact for incoming business calls and enquiries
• Develop strong relationships with transport providers to support logistics performance
• Stay up to date with export legislation and compliance changes
• Oversee and support the Administrator, ensuring business continuity and cross-departmental support
• Handle customer complaints and internal non-conformance records
• Provide regular KPI and performance reporting
• Deliver cross-cover support to international business units as needed (e.g., Belgium and US)

What We're Looking For:

• Strong experience in a customer support or operational coordination role
• Excellent Excel and IT skills; confident using digital tools and internal systems (training provided)
• Highly organised, detail-orientated, and able to prioritise multiple tasks
• Strong communication skills and comfortable supervising others
• A proactive, problem-solving mindset - someone who enjoys improving systems and building processes

If you're looking to step into a key support role in a business with big plans and the backing to deliver them, then we'd love to hear from you.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.