Customer Service Team Lead

Food Manufacturing & Retail Talent Acquisition Specialist | Business & Careers Coach | 100% Yorkshire |

Customer Service Team Lead ***Global FMCG Category Leader***

Location: Near Slough – Hybrid working (3 days per week in the office)

Salary: £50,000 to £58,000 per annum dependent on experience + Bonus, Pension, Healthcare, Holiday & More

Join a fast-paced, global FMCG organisation as a Customer Service Team Leader where you will lead a team of highly experienced, passionate and decided Customer Service Specialists. This team is pivotal in delivering exceptional service to B2B customers across grocery, ecommerce, convenience, and wholesale sectors, acting as the first point of contact for clients, ensuring seamless order processing, issue resolution, and top-tier service delivery.

Key Responsibilities:

• Lead and develop a team of customer service associates, ensuring customer satisfaction and adherence to processes and procedures
• Onboard and train new team members, developing a team of exceptional talent
• Support internal supply chain improvement initiatives whilst driving operational and financial excellence
• Liaise with customers to optimise satisfaction and efficiency through KPI's
• Manage daily order processing and ensure dispatch and delivery on time, in full
• Act as the first point of escalation for customer complaints and complex queries
• Maintain and improve customer service procedures and standards
• Contribute to the effective running of SAP and EDI systems

What experience you will bring:

• Bachelor's degree or equivalent in experience
• Minimum 5 years of relevant experience in customer service, with lead experience ideally in an FMCG / Retail environment
• Excellent knowledge of order to cash processes
• High-level SAP skills and experience
• Strong Excel analysis and reporting skills
• Experience with 3PL and supply chain efficiencies
• High level of customer focus and excellent customer service skills

Additional Info:

Please note: You will be required to work 5 Saturdays and 5 Sundays per year. There will also be travel twice a month to the Warehouse facility which is about 60 miles away from Head Office.

What Happens Next?

Apply now!

Stage 1:

A phone with us at Mackenzie Jones to discuss the role in more detail as well as understand more about your skills & expertise in Customer Service

Stage 2:

A Teams interview with the Line Manager, focused on your technical competencies and skillset

Stage 3:

An in-person meeting with the Line Manager and Customer Operations Team.