Senior Team Leader, Customer Service

About the role

We are looking for a Senior Team Leader to manage and develop our Customer Service team. The role involves overseeing order processing, ensuring high‑quality service, and acting as the main liaison between customers and internal departments.

Key responsibilities

• Lead, coach, and mentor a team of customer service representatives, providing training and performance feedback.
• Process and verify customer orders received via email, telephone, EDI or other channels, ensuring accuracy for strategic accounts.
• Initiate and communicate order changes, maintaining up‑to‑date records and informing relevant departments.
• Deliver quality service to internal and external customers and build lasting relationships.
• Resolve customer complaints promptly, develop corrective action plans, and coordinate with the Complaints Specialist.
• Serve as the communication link between customers and the sales team to meet customer needs.
• Organise meetings to address order delays, back‑orders, returns, involving product management, quality, transportation, warehousing, etc.
• Maintain SAP master data by updating account information.
• Provide backup support for the team during absences.

Required profile

• Proven experience in leading a customer service or order‑management team.
• Strong attention to detail and ability to handle high‑volume order processing.
• Excellent problem‑solving skills and ability to manage customer complaints.
• Effective communication skills to coordinate with multiple internal departments.
• Ability to train, coach and develop team members.

Required skills

• SAP
• EDI