Customer Service Team Lead

About the role

The Lead Associate, Customer Service leads the day-to-day operation of the Customer Services function, focusing on order management, logistics, inventory allocation, customer fulfilment and business process improvement. The role acts as operational lead for customer order fulfilment and supply chain coordination, providing leadership across the Order & Logistics team and serving as a key escalation point for customers, distribution partners and internal stakeholders.

Key responsibilities

• Lead the daily activities of the Order & Logistics function, coach and support team members, monitor performance and act as first point of escalation for complex issues
• Oversee the order-to-delivery process, including SAP order activity, customer back orders and supply constraints, and coordinate with Demand Planning, Supply Chain, Distribution Partners and Commercial teams
• Manage customer allocations, product releases, distribution partner product setup and inventory monitoring, and lead short supply reviews
• Handle customer complaints, disputes, returns, credits, invoicing issues and damaged deliveries, and investigate quality, logistics and compliance incidents
• Drive continuous improvement, champion automation, AI tools and digital technologies, and maintain SOPs and process documentation
• Produce and analyse operational reports, KPIs and performance metrics, and raise and manage incident reports
• Support onboarding, training and development of new team members

Required profile

• 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
• Experience managing escalations and complex customer issues
• Desirable: product allocation, distribution partners, inventory management, supply planning, continuous improvement and AI/automation experience; pharmaceutical, animal health, healthcare, FMCG or regulated industry experience

Required skills

• SAP
• Order processing and order-to-cash processes
• Analytical and problem-solving skills
• Stakeholder management and communication