Customer Service Lead

itsu; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading healthy food retailer in the UK seeks a Customer Service Lead for its supply chain team. The role involves mentoring team members, collaborating across departments to ensure excellent service, and enhancing customer relationships. Ideal candidates have strong organization skills and a proactive, can-do attitude, with at least 3 years of experience in customer service or demand planning. This position offers a competitive salary, bonuses, and additional benefits including private health insurance and discounts.

Benefits

Competitive salary

Bonus scheme

25 days holiday

Private Health Insurance

Company Pension Scheme

Free itsu lunch

50% itsu discount

Qualifications

• 3+ years in customer service or demand planning roles with line management experience.
• Pro-active attitude in identifying issues.
• Experience in a fast-growing, rapidly changing environment.

Responsibilities

• Mentor and develop supply chain executives.
• Collaborate to ensure excellent service and stock visibility.
• Track and report service levels effectively.
• Oversee order-to-cash process for accuracy.
• Implement opportunities for automation and improvement.
• Build relationships with 3PL contacts for customer service.

Skills

Outstanding organisation skills

Microsoft Excel knowledge

Ability to work under pressure

Ability to communicate effectively

Relationship building

Job description

Ideal candidate

• Outstanding organisation skills and the ability to communicate effectively as part of a team and with customers.
• 3+ years in a customer facing Customer Service / Customer Demand Planning / Demand Planning role, with proven line management experience.
• Strong Microsoft Excel knowledge, IT savvy.
• The energy and self-motivation to work within a rapidly growing business that is constantly evolving with changing priorities, with a flexible and can-do attitude.
• Pro-active, identifying issues as or before they arise.
• A track record of influencing and building relationships with internal and external stakeholders.
• Ability to work under pressure, meet targets and deadlines.

About us

itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading grocery business across Europe and beyond. Renowned for its best-in-class food made fresh in every shop every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-in-class healthy food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

D&I statement

itsu [grocery] is committed to building a diverse, equitable and inclusive organisation. We encourage applicants from a wide range of backgrounds to apply for all of our opportunities.

When applying for a role with us, please remove your: full name, name of University/School, address, email address and any photos of you on your CV and covering letter. non-anonymised CVs may not be reviewed.

Scope of role

itsu [grocery] is looking for a Customer Service Lead to join its supply chain team. They will work closely with the Supply Planning, Demand Planning & Sales Teams, alongside our 3PL storage & distribution partners.

• Reporting to the Head of Demand, foster a motivated, proactive, and effective team focused on customer service and communication. Mentor and develop supply chain executives to enhance their skills and performance.
• Collaborate with the Supply & Demand teams to ensure excellent service to customers and visibility of our stock levels both internally & externally.
• Own service levels by accurately tracking and reporting performance internally and externally. Strengthen customer relationships by addressing non-conformances, managing specific requirements, and driving efficiency savings to reduce costs.
• Oversee the order-to-cash process to ensure accurate and timely dispatches, with particular attention on NPD launches, code changes & period end; and debit note resolution. Analyse and manage stock to minimize waste & ensure efficient stock allocation.
• Identify and implement opportunities for automation, standardisation, and continuous improvement across customer order processes. Lead initiatives to improve efficiency and align processes with business goals.
• Build strong relationships with 3PL contacts to ensure excellent service for customers. Work with the Logistics Manager to address underperformance and agree on improvement measures.
• Work with the wider supply chain team to find efficiency savings and reducing cost-to-serve.

What we offer

• Join a successful and high growth food business.
• Central London office, 3 days in the office and 2 days at home
• Competitive salary
• Bonus scheme
• 25 days holiday
• Private Health Insurance
• Company Pension Scheme
• Free itsu lunch
• 50% itsu discount