Customer Service Team Lead

Overview

In this role you will lead the Order & Logistics function to ensure accurate, on-time order fulfilment while balancing demand, inventory, and regulatory priorities. You will coach the team, manage escalations, and drive continuous improvements to elevate customer experience and operational performance. You’ll partner with Demand Planning, Supply Chain, and Commercial teams to optimize fulfilment and service levels. This position offers an opportunity to shape end-to-end customer fulfilment and embrace digital innovations to boost efficiency.

Responsibilities

• Lead the daily activities of the Order & Logistics function to achieve service excellence
• Act as the operational lead for customer order fulfilment and ensure timely delivery
• Provide leadership, coaching, and support to team members
• Monitor performance and address risks affecting service or supply continuity
• Serve as escalation point for complex customer, logistics, invoice, and order issues
• Drive operational reviews and actions to improve service levels and satisfaction
• Oversee end-to-end order-to-delivery process with SAP order activity and stock constraints
• Coordinate with Demand Planning, Supply Chain, Distribution Partners, and Commercial teams to resolve fulfilment challenges
• Manage customer allocations and product release processes to balance demand and stock
• Lead short supply reviews and allocation planning for fair distribution
• Manage distribution partner product setup, inventory monitoring, and communications
• Drive improvements in logistics performance and fulfilment outcomes
• Take ownership of allocation processes and stock prioritisation
• Develop allocation strategies during constrained supply in collaboration with teams
• Monitor inventory trends and supply risks
• Provide recommendations during supply disruption
• Lead internal communications on allocation as needed
• Maintain exemplary customer service across interactions
• Lead investigations and resolution of complaints and service failures
• Analyse information for rapid escalation resolution
• Manage returns, credits, invoicing issues, damaged deliveries, and claims
• Build relationships with customers, partners, and stakeholders
• Identify opportunities to improve processes, reduce waste, and simplify workflows
• Use data and reporting to drive process improvements
• Champion automation, AI tools, and digital technologies to enhance efficiency and experience
• Lead initiatives to streamline order processing, reporting, and communications
• Develop SOPs and best practices and support broader transformation projects
• Produce and analyse operational reports, KPIs, and performance metrics
• Provide insights to management based on data trends
• Support decision-making with operational data
• Raise and manage incident reports related to quality, logistics, or service failures
• Support investigations into non-conformances and delivery issues
• Maintain compliance with policies and regulatory standards
• Manage Bona Fide verification and annual reviews
• Support onboarding, training, and development of team members
• Share knowledge and best practices across the team
• Promote accountability, collaboration, and continuous improvement
• Support departmental projects and cross-functional initiatives

Key requirements

• Significant experience in Customer Service, Supply Chain Operations, Order Management, Logistics, or Customer Operations
• Experience leading operational activities, projects, or teams in a customer-focused environment
• Strong understanding of order-to-cash processes and customer fulfilment operations
• Experience managing escalations and complex customer issues
• Experience working with ERP systems such as SAP
• Strong analytical and problem-solving skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Excellent stakeholder management and communication skills

• leadership
• stakeholder management
• communication
• SAP ERP
• data analysis
• digital tools and automation

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