Customer Service Manager

Job Opportunity: Customer Service Manager

Location: Bicester (Hybrid working available)

Reports to: General Manager & Office Manager

Salary: £42K-46K DOE

About Bentley Designs

Established in 1988 and now a second-generation family business, Bentley Designs is one of the UK and Ireland’s leading furniture suppliers. Known for market-leading designs and exceptional craftsmanship, we supply many of the region’s top national and independent retailers. Our team captures the latest trends to create stylish, design-led furniture while delivering outstanding customer service and value.

The Role

We’re hiring a Customer Service Manager to join our office-based team in Bicester. Your mission is to manage the Customer Service team in the day-to-day customer service operations, ensuring orders are processed accurately and delivered on time while providing excellent support to our clients and sales managers. You’ll be the first point of contact for customer queries, coordinating across departments and logistics partners to resolve issues quickly and efficiently. This role is critical to maintaining our high service standards and nurturing long-term customer relationships.

Key Responsibilities

• Order Management & Delivery Coordination

• Process daily orders and maintain clear visibility over order status, ensuring accurate and timely deliveries.

• Run daily, weekly and monthly reports, and distribute weekly delivery schedules to customers.

• Track display orders and new lines to maximise sales opportunities.

• Manage direct container orders in partnership with the operations team.

• Customer Support & Escalation

• Serve as the escalation point for all customer queries, pre- and post-sale.

• Provide first-line support to our sales managers and assist other departments with problem-solving on delivery schedules and stock queries.

• Manage the orders inbox, ensuring every enquiry is actioned promptly.

• Cover departmental tasks during absences to maintain consistent service levels.

• Service Resolution & Claims

• Manage and report on all service issues. Track and report on KPI's.

• Investigate and resolve service issues, including service requests, arranging replacement parts or units and coordinating third-party services.

• Work with external logistics partners to track deliveries and resolve delivery queries.

• Raise failed-delivery claims and negotiate credits where appropriate.

• Relationship Management & Communication

• Build and maintain strong relationships with customers, providing timely, empathetic and effective communication.

• Liaise with sales managers on complex issues to find fair, consistent solutions for all parties.

• Manage and update process notes and share weekly performance summaries with the management team.

• Support key accounts by providing tailored order updates and helpful guidance on using our website for stock checks and orders.

What We’re Looking For

• Proven experience in customer service, order management or sales coordination.
• Exceptional organisational skills and the ability to prioritise multiple tasks.
• Strong problem-solving abilities and a logical, fair approach to complex issues.
• Excellent communication skills (phone and email) with the tact to handle difficult conversations calmly and empathetically.
• Working knowledge of ERP systems (experience Microsoft Dynamics Business Central is advantageous) and good Microsoft Office skills.
• A customer-first mindset with the ability to build positive relationships and provide consistent, high-level service.
• Furniture or home interiors experience is advantageous but not essential.
• A team player who is reliable, adaptable and eager to support colleagues across the business.

Why Join Us?

You will join a family-owned business with four decades of experience and a reputation for quality. In this central, office-based role, you’ll be part of a supportive team that values collaboration and continuous improvement. You’ll help maintain our high service standards and play a key part in keeping our customers happy and our operations running smoothly. If you’re an organised, customer-focused professional looking to build a career with a respected furniture supplier, we’d love to hear from you.