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, Northamptonshire in the manufacturing & logistics industry.

The role:

You will sit within the Operations team, reporting to the Group Operations Director. You'll manage customer and sales support, processing orders, liaising with production and transport, handling export documentation, and ensuring accurate order flow across UK, Belgian and US operations. You'll also lead a dedicated administrator, providing cover for absence and working to monthly KPIs.

Working arrangements & benefits:

• Normal office hours: 08:45 to 16:45 Monday to Friday (30‑minute lunch).
• Flexible approach to hours.
• Hybrid working: minimum three days in the office; home‑working up to two days per week after a full office-based induction.
• 25 days annual leave + bank holidays.
• Up to 5% matched pension.

Key responsibilities:

• Process sales orders from all channels (including online stores), liaise with production and design for scheduling, loading and export planning.
• Manage inbound customer calls and enquiries, deliver accurate responses within SLA, and track orders end‑to‑end.
• Develop and maintain relationships with transport partners and adapt to export legislation changes.
• Oversee customer complaints and internal non‑conformances, ensuring timely resolution and clear communication.
• Directly supervise the support administrator, guiding tasks and coordinating with Finance.
• Provide monthly reporting against KPIs and maintain smooth hand‑off between Sales and Operations.

Skills & attributes:

• Strong communicator, organised, proactive with attention to detail.
• Able to manage multiple tasks, re‑prioritise effectively and build meaningful relationships.
• Excellent IT skills, particularly in Excel - confident using formulas and reporting tools.
• Comfortable acting as the bridge between Sales and Operations - including on-the-ground involvement in the warehouse when needed (e.g. measuring pallets, planning loading).
• Adaptable and solution‑oriented - this is a bespoke product environment, requiring flexibility and initiative.

About the business:

This is a fast-growing manufacturer of 100% paper-based pallets, shipping crates and packaging systems, supporting end-users and resellers with bespoke, sustainable solutions. The business has scaled significantly in recent years and operates internationally, including sites in Belgium and the USA. With new machinery investment and plans for further expansion, it's an exciting time to join.

Why this role matters:

You'll step into a key position within a supportive and collaborative team where humour and job satisfaction matter. You'll play a vital role in keeping operations running smoothly, ensuring customers receive accurate, timely service and supporting the business' growth through operational excellence.

Apply today if you:

• Have experience in customer operations or order-processing in a manufacturing or logistics environment
• Are confident with Excel and reporting
• Thrive in a hands-on, flexible role that bridges office and operational work
• Value a positive, team-focused work environment

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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.