Requirements
Proven experience in customer service or order management within the FMCG distribution or 3PL Logistics. Strong leadership, analytical, and problem-solving skills. Excellent communication and interpersonal abilities. Exposure to ERP/CRM systems and performance management tools.
Description
We are hiring for a leading FMCG company to recruit an experienced Customer Service Team Leader to lead the day-to-day customer service function, ensuring efficient order processing, delivery coordination, and exceptional customer satisfaction. This role requires a highly organized professional who thrives in a fast-paced environment, managing the successful processing of orders for over 500 customers, each with unique requirements and extensive SKU portfolios.Key ResponsibilitiesLead and motivate a team to deliver best-in-class customer service across all client touchpointsEnsure new employee training is conducted effectively and within timelines; facilitate cross-training for existing team membersSupport the Manager – Customer Experience with team coaching, performance reviews, and disciplinary matters in line with company policyProvide operational assistance to team members and ensure accurate, timely communication within the departmentDeliver performance feedback, drive service improvements, and foster a culture of accountability and excellenceMaintain strong collaboration with sales, logistics, and finance to ensure smooth customer operationsKey Performance Indicators (KPIsTeam Accuracy & ProductivityReturns / UpliftCustomer Satisfaction (CSAT)Net Promoter Score (NPS)First Contact Resolution (FCR)Individual ProductivityProcess Improvement Initiatives / KaizenIdeal ProfileProven experience in customer service or order management within the FMCG distribution or 3PL LogisticsStrong leadership, analytical, and problem-solving skillsExcellent communication and interpersonal abilitiesExposure to ERP/CRM systems and performance management tool