Company Description
Shield Foods (UK) Ltd is one of the largest independent seafood distributors in London, specializing in fresh and frozen products. A privately owned SME, we have big growth plans and to support that we are currently recruiting a number of positions. We are proud to serve a portfolio of leading Michelin-star restaurants, QSRs and hotel chains across London and nationally.
We enable responsible menu choices for high-end food service establishments and partners in the gourmet seafood value chain, through a global network of supply chain partnerships, strategic procurement, and strong technical capabilities that meet and exceed regulatory requirements. You will joining join a fast-paced, quality-driven environment with a focus on service excellence and sustainability.
Role Description
This is a full-time, on-site Customer Service Manager role based in South Ruislip, West London.
The Customer Service Manager will lead and develop the customer service team and support our Credit Control Lead, ensuring prompt, accurate, and professional responses to all customer inquiries and orders, whilst leading on all internal customer service projects.
KEY RESPONSIBILITIES
- Own the customer service standard: order accuracy, cut-off management, query resolution times and complaint handling.
- Act as senior escalation point for service issues; fix root causes, not just symptoms.
- Define and document internal processes (order-to-delivery, returns, credits, complaints) and hold the team to them.
- Day-to-day management of key house accounts alongside the customer services executive; coach and quality-check their work.
- Work with our Credit Control Lead and offer support and back up.
- Run credit checks on all new accounts before first delivery — including accounts opened by the sales team and by phone.
- Manage the sales ledger: allocation, statement runs, and structured chasing of overdue balances by phone and email.
- Operate the stop-list with judgement, coordinating with BDMs before holds so relationships are protected while cash is collected.
- Report weekly on debtor days, overdues and at-risk accounts to the Commercial Director and Finance.
- Advise the sales team on payment terms for new deals.KPIS:
- Debtor days and percentage of ledger overdue; bad debt as a percentage of revenue.
- Order accuracy and query resolution times across the internal team.
- CRM leadership and report management
- Reporting and project management
- Retention/churn on house accounts.COLLEAGUE SPECIFICATION:
- Solid experience across customer service with an understanding of credit control, ideally in food, FMCG or distribution where daily deliveries and tight margins make both disciplines critical.
- Good understanding of CRM
- A firm, fair telephone manner with native or near native spoken and written English standard; as comfortable answering order queries delighting customers as to chasing payments without burning relationships.
- Process-minded: builds and documents standards rather than relying on memory.
- A steadying presence; comfortable mentoring a junior colleague and holding the line on quality when the business is busy.
- Understands stock control and product specifications
- Highly organised, numerate, very comfortable with excel spreadsheets and different order systems.
