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Customer Service Manager (Supply Chain)


London, LND, GB

Req ID:  34682
Date:  Nov 23, 2022

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.





The Customer Service Manager will lead the UK Customer Service team for packaged goods, ensuring excellent service, communication and engagement with our customers. The customer service manager will manage resources in the team to ensure that all sales orders are processed on time to meet customer expectations and internal processing deadlines. The role includes the active coaching and development of the customer service team, including the creation and maintenance of process KPIs, management of team structure, recruitment and training of new staff, and the development of documented standards, procedures and control points. The individual will drive alignment with cross-functional partners such as sales, logistics, planning and our 3PL providers on critical go-to-market supply chain activities. The customer service manager will also be accountable for ensuring projects within the customer service team, for example new system integrations, are implemented on time and to the specification agreed at project approval stage.



  • Manage team resources to ensure order processing deadlines are achieved
  • Accountable for accurate and timely order processing
  • Development of customer relationships to make ASR Group a supplier of choice
  • Handling of complaints and escalated customer queries
  • Responsible for the planning and running of the ATP (Available to promise) process
  • Coach and develop team members to ensure the highest level of customer service is provided
  • Implement a team responsibility structure and routines to ensure all team activities are completed accurately, on time and audit-ready
  • Responsible for the planning, coordination and communication to customers of order lead time changes (e.g. Bank Holidays etc.)
  • Ensure regular reviews with service providers go ahead, to review outstanding issues and ensure SLA terms are met
  • Maximise automation adoption opportunities (Order automation, for example)
  • Communicates constraints and revised delivery dates to customers, in the event of supply failures
  • Minimise non-value added activities within the team
  • Develop and maintain relationships within supply chain, sales and marketing functions
  • Active internal communication of customer priorities to ensure the right activities are implemented internally to deliver consistent and robust service during times of normal and constrained supply



  • Customer service experience in a demanding environment
  • Experience of managing or supervising teams of people
  • Experience working with major UK Grocery and Industrial food & beverage companies
  • Experience of working with internal and external customers



  • Excellent team leader; keeps the organization’s vision, mission and values at the forefront of decision-making and action
  • Ability to work under pressure in a fast pace environment within deadlines
  • English language and good verbal and written communication skills
  • High level of computer literacy (particularly SAP, Excel, Outlook and powerpoint)
  • Self-starting and highly proactive
  • Strong relationship builder with good influencing skills and the ability to create customer centric collaborative plans
  • Seeks out and understands best practices in FMCG customer services
  • Good knowledge of end-to-end food and beverage supply chain processes and solutions
  • An ability to learn quickly and work cross functionally with people at all levels of the ASR Group and the customer organisation
  • Demonstrates a strong sense of individual accountability and ownership
  • Can carry out root cause analysis and follow through on countermeasures to problem solve using practical and innovative solutions
  • Continuous improvement / Lean six sigma mind set
  • Embraces change and challenges established ways of working
  • Strong analytical and numerical skills
  • FMCG/CPG commercial understanding and attitude
  • Ability to prioritise and allocate time effectively




  • London



At Tate & Lyle Sugars, the group's values are the cornerstone of our success.

Leadership - our goal is to be the leader in every arena in which we compete. Teamwork - our strength is magnified when we work together. Integrity - honesty and trust are the foundation of our success.Service - we know that the people and communities in which we operate are crucial partners to our success. Sustainability - the member companies of ASR Group are committed to sustainable agricultural and business practices.