Customer Service Manager - Fixed Term Contract

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Functional Area: Customer Service

Job Location: GBR - Buckingham

Country/Region: United Kingdom

Who are you?: Professionals

Permanent/Temporary: Temporary

Working time: Full Time

Req ID: 34466
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Customer Services Manager (Fixed Term Contract)

Location: Buckingham

Shift: Monday to Friday, (core hours are 08:30 - 17:00)

Salary: Competitive

Contract Type: Fixed Term Contract up to 13 months

Target Start Date: 1 December 2025

Join the Magic

Our Mission

At Puratos, we create innovative food solutions for the health and well-being of people everywhere. As the global leader in bakery, patisserie and chocolate ingredients, we help our customers to be successful with their business, by turning technologies and experiences from food cultures around the world into new opportunities.

We are more than 10,000 employees in over 70 countries and a consolidated turnover of 3.1 billion euros (in 2023). Our passion for innovation, a pioneering spirit and the unique Puratos culture drive our solid growth and vision for the future This, along with our commitment to our local communities, is what makes working at Puratos so magical.

To support our team, we are looking for a Customer Services Manager (Fixed Term Contract) to join our growing team in Buckingham as a maternity cover.

Your Mission

To manage all aspects of the Customer Service function, ensuring quality customer service in a cost-efficient manner.

What you will do

Order processing / Generic Tasks

• Set the operating standard for the Customer Services team, identifying training and development requirements.
• Ensuring that orders are processed accurately, and time effectively for all customers, ensuring order rules are maintained throughout.
• Working alongside the Operations and sales teams to identify and resolve issues to ensure service level is maintained.
• Ensure adequate checks are maintained by the team to identify issues impacting OTIF and acting as a point of escalation for support.
• Task managing the team to ensure adequate coverage of time sensitive tasks such as inbox management, order processing, invoice processing, issue reporting and customer reports.
• Maintain 5S principles in the office, responding to the front door visitors and ensure compliance to the visitors signing in principles.
• Accountable for ensuring the team update price conditions, maintain master data, and sample system codes, and sales data on RFA and other related codes in a timely manner.
• Report on service performance and drive action from supporting functions to maintain OTIF levels above target.

Customer retention/organic growth

• Support with the management of customer queries outside of order processing including management of customer complaints, ensuring new leads are passed to relevant sales managers and sharing potential new leads if appropriate
• Create an environment where information is obtained from customer interactions and shared with the sales team to provide insight
• Take an active role in learning about Puratos products through both Puratos university as well as in house training at Fringford and by visiting targeted and appropriate customers to aid product knowledge
• Support the sales team with value-add discussions with key customer accounts related to service and supply chain.

What we expect from you

• Educated to a level that promises a high level of communication skills. You should be professional and friendly, with a good telephone manner when talking to customers
• Proven experience of working within a team; driven by high standards of customer focus and strong company ethics as part of a target driven structure
• Personal experience of customer services department; confident using phone and e-mail to manage conflict, drive sales and answer queries
• Ability to problem solve and manage situations in which you may have to investigate before response
• A desire to perform to perfection and a keen eye for attention to detail and accuracy is essential
• Fun and outgoing behaviours are ideal, cultural fit is essential, and a supportive team dynamic is paramount to succeed.

What you can expect from Puratos

We are a warm family company with a historical growth track record and a clear long-term vision for the future. We promote a caring, trustful and respecting work environment by putting people first.

We at Puratos cultivate an inclusive global workplace, that fully embraces diversity and equal opportunities for all. We strive to reflect the richness of our customers, communities and society, accelerating our ability to innovate and deliver on our commitments.

The benefits with this role include.

Competitive Salary - reviewed annually to ensure we stay ahead of the market.

Annual Bonus Scheme - 5% standard, with stretch potential up to 10%.

Generous Pension Plan - Up to 7.5% employer contributions to support your future.

Private Medical Insurance - BUPA single cover fully paid, with options to add family members.

Up to 5 Weeks Annual Leave - Plus the flexibility to buy or sell additional days.

Enhanced Company Sick Pay - Because your health matters.

Learning & Development - Structured programs with a target of 5 learning days per year.

Wellbeing Matters - Access to our 'Calling for Caring' wellbeing initiatives.

Life Assurance - 2x your salary plus a 20% spouse pension.

Income Protection - Financial support when you need it most.

Loyal Service Awards - Celebrating your milestones with us.

Employee Assistance Program - Confidential support for life's challenges.

Refer a Friend Scheme - Earn £500 for successful referrals.

High Street Discounts - Save with Perkbox perks.

Monthly 'Magic Star' Awards - Win £50 in vouchers for going above and beyond.

Cycle to Work Scheme - Save money and stay healthy

Ready to Make a Difference?

If you're excited about helping others grow and want to be part of something magical, we'd love to hear from you. Apply now and help us shape the future at Puratos.

Please note that we are unable to provide visa sponsorship for this position.