Senior Team Leader, Customer Service

About the role

The Senior Team Leader, Customer Service is responsible for leading and developing a dedicated service team. You will ensure accurate order processing, maintain high‑quality service for internal and external customers, and act as the primary liaison between customers and internal departments.

Key responsibilities

• Lead, coach, and mentor the service team through training, performance feedback and professional development.
• Process and verify order accuracy received via email, telephone, EDI or other channels, focusing on strategic accounts.
• Initiate and communicate order changes to relevant departments and customers.
• Provide timely resolution of customer complaints, develop corrective action plans and coordinate with the Complaints Specialist.
• Facilitate communication between customers and the sales team to ensure needs are met.
• Organise meetings to address order delays, back‑orders, returns, involving Product Management, Quality, Transportation, Warehousing, etc.
• Maintain SAP master data by updating account information.
• Offer backup support to the team during absences.

Required profile

• Proven experience in leading customer service or order‑management teams.
• Strong attention to detail and ability to handle high‑volume order processing.
• Excellent communication skills for interfacing with customers and cross‑functional teams.
• Ability to develop and implement corrective action plans.

Required skills

• SAP (master data management)
• EDI (Electronic Data Interchange)

What we offer

• Opportunity to lead a dynamic team in a fast‑paced environment.
• Professional development and career growth.
• Collaborative work culture with cross‑departmental interaction.