Customer Service Manager

We have an exciting opportunity for a Customer Services Manager to join our operations team based in Coleshill.

In this role, you will lead and develop a customer service team responsible for managing retailer and importer queries across the full order delivery lifecycle. You will ensure timely issue resolution, high service levels, and full compliance with customer operational and regulatory standards, while working closely with internal operations teams and external transport partners.

About the role

• Lead and manage a customer services team handling high volumes of customer queries, escalations, and operational reporting throughout the order fulfilment lifecycle.
• Ensure all customer queries are acknowledged and resolved within agreed SLAs, including a two-hour response time.
• Act as the primary escalation point for delivery issues, working closely with warehouse operations teams and third-party transport providers to resolve exceptions promptly.
• Ensure all delivery issues are followed through to closure, including completion of root cause and corrective action processes in line with the 5C methodology.
• Build and maintain strong working relationships with customer key account teams by developing a deep understanding of day-to-day operational requirements.
• Proactively communicate system or operational issues impacting customer shipments, ensuring timely visibility and coordination with internal and customer stakeholders.
• Oversee the completion and submission of daily, weekly, and monthly customer and carrier performance reports, ensuring accuracy, quality, and timeliness.
• Drive operational excellence and business process improvement initiatives within the customer services team to support both customer and business objectives.
• Attend and contribute to daily and weekly operational meetings, customer and carrier reviews, and quarterly business reviews, presenting performance trends and RCCA action plans.
• Capture, coordinate, and track the implementation of new customer requirements and service changes.
• Provide ongoing coaching, mentoring, and performance management, supporting individual development and team capability growth.

Your Key Skills

• Bachelor’s degree (preferred), or equivalent experience.
• Minimum of five years’ experience in a customer service management role within automotive, logistics, or supply chain environments.
• Proven experience managing SLAs and KPIs in a fast-paced, high-volume operational setting.
• Strong people leadership and team management capability.
• Excellent communication, relationship management, and stakeholder engagement skills.
• Proficiency in transport and logistics systems across multiple transport modes, including air, ocean, road, rail, courier, and premium freight.
• Strong analytical and problem-solving skills with the ability to identify trends and drive corrective actions.
• Strong customer-focused mindset with a commitment to service excellence.
• Ability to operate effectively under pressure while meeting tight deadlines.
• Continuous improvement mindset with a focus on operational efficiency.
• High attention to detail and a strong commitment to compliance and process adherence.

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. 

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. 

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O. 

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW 

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE

#LI-JH1