Description:

About the Role-

The Customer Service Leader will be a critical member of the Clients Supply Chain team, owning end-to-end customer service operations across D2C and B2B channels. This role sits at the intersection of order processing, inventory allocation, logistics execution, and customer relationship management.

You will lead a team of 9 frontline team members and be accountable for ensuring that customer orders are executed accurately, on time, and with a high degree of ownership - from system entry to physical delivery at customer warehouses. This is a hands-on leadership role requiring strong people skills, operational grit, and the ability to engage confidently with customer head offices.

Key Responsibilities:

Customer Service & Order Fulfillment:

- Own end-to-end execution of customer orders across B2C and B2B channels

- Ensure accurate order processing, timely inventory allocation, and seamless coordination with warehousing and logistics partners

- Oversee on-ground operations including dispatches, deliveries, and unloading at customer warehouses

B2B Customer Management:

- Act as the primary escalation point for B2B customer issues across Ecommerce, Quick Commerce, Modern Trade, and General Trade

- Proactively resolve service issues, shortages, delays, and documentation challenges

- Build strong working relationships with customer supply chain, operations, and head-office teams

Team Leadership:

- Lead, coach, and develop a team of 9 customer service professionals

- Drive a culture of ownership, accountability, and bias for action at the ground level

- Ensure clarity of roles, priorities, and performance expectations within the team

Operational Excellence:

- Improve service levels through stronger processes, discipline, and cross-functional coordination

- Partner closely with Planning, Warehousing, and Logistics teams to ensure smooth execution

- Identify recurring issues and work on root-cause solutions rather than firefighting

Analytics & Reporting:

- Track key customer service metrics such as order fill rate, OTIF, ageing, and customer escalations

- Use data to identify trends, bottlenecks, and opportunities for improvement

- Present clear, structured updates to internal stakeholders and leadership

What They're looking for:

Must-Have Traits:

- Strong ownership mindset with a clear bias for action

- Likeable leader who people enjoy working with and rally behind

- Comfortable getting work done on the ground, while also holding their own in customer head-office meetings

- Excellent communication skills - clear, confident, and solution-oriented

- Analytical mindset with the ability to use data to drive decisions

Experience & Background:

- Prior experience in Customer Service / Supply Chain / Operations within FMCG, Consumer Goods, or a fast-paced environment

- Exposure to D2C, Ecommerce, Quick Commerce, and Modern Trade operations is strongly preferred

- Proven experience leading frontline teams and managing operational complexity