Customer Service Team Lead

Mackenzie Jones; Slough; Hybrid; GBP 50,000 - 58,000; Full time

Benefits offered by this job

Bonus

Pension

Healthcare

Holidays

Job summary

A leading recruitment firm is seeking a Customer Service Team Lead near Slough, offering hybrid work. The role involves leading a team to ensure customer satisfaction and managing order processes in a fast-paced FMCG environment. Ideal candidates should have over 5 years of experience in customer service, excellent SAP and Excel skills, and a strong customer focus. This full-time position includes benefits like a competitive salary, bonus, and more.

Qualifications

• Minimum 5 years of relevant experience in customer service, with lead experience ideally in an FMCG/Retail environment.
• Excellent knowledge of order to cash processes.
• Experience with 3PL and supply chain efficiencies.

Responsibilities

• Lead and develop a team of customer service associates.
• Onboard and train new team members.
• Manage daily order processing and ensure dispatch and delivery on time.
• Act as the first point of escalation for customer complaints.

Skills

Customer focus

Excellent customer service skills

Strong Excel analysis

High-level SAP skills

Supply chain efficiencies

Education

Bachelor's degree or equivalent

Tools

SAP

EDI systems

Job description

Food Manufacturing & Retail Talent Acquisition Specialist | Business & Careers Coach | 100% Yorkshire |

Customer Service Team Lead ***Global FMCG Category Leader***

Location: Near Slough – Hybrid working (3 days per week in the office)

Salary: £50,000 to £58,000 per annum dependent on experience + Bonus, Pension, Healthcare, Holiday & More

Join a fast-paced, global FMCG organisation as a Customer Service Team Leader where you will lead a team of highly experienced, passionate and decided Customer Service Specialists. This team is pivotal in delivering exceptional service to B2B customers across grocery, ecommerce, convenience, and wholesale sectors, acting as the first point of contact for clients, ensuring seamless order processing, issue resolution, and top-tier service delivery.

Key Responsibilities:

• Lead and develop a team of customer service associates, ensuring customer satisfaction and adherence to processes and procedures
• Onboard and train new team members, developing a team of exceptional talent
• Support internal supply chain improvement initiatives whilst driving operational and financial excellence
• Liaise with customers to optimise satisfaction and efficiency through KPI's
• Manage daily order processing and ensure dispatch and delivery on time, in full
• Act as the first point of escalation for customer complaints and complex queries
• Maintain and improve customer service procedures and standards
• Contribute to the effective running of SAP and EDI systems

What experience you will bring:

• Bachelor's degree or equivalent in experience
• Minimum 5 years of relevant experience in customer service, with lead experience ideally in an FMCG / Retail environment
• Excellent knowledge of order to cash processes
• High-level SAP skills and experience
• Strong Excel analysis and reporting skills
• Experience with 3PL and supply chain efficiencies
• High level of customer focus and excellent customer service skills

Additional Info:

Please note: You will be required to work 5 Saturdays and 5 Sundays per year. There will also be travel twice a month to the Warehouse facility which is about 60 miles away from Head Office.

What Happens Next?

Apply now!

Stage 1:

A phone with us at Mackenzie Jones to discuss the role in more detail as well as understand more about your skills & expertise in Customer Service

Stage 2:

A Teams interview with the Line Manager, focused on your technical competencies and skillset

Stage 3:

An in-person meeting with the Line Manager and Customer Operations Team.

🤝 People are at the heart of everything we do. We embrace diversity and are committed to creating an inclusive recruitment process that allows everyone to be their authentic self. ❤️

While we would love to reply to all applicants, due to high application volumes, if you do not hear back within 14 days, unfortunately, the role won’t be progressing. The position may be in the process of closing, so it could be a matter of timing. But no worries! There will be more opportunities. Follow us at Mackenzie Jones Recruitment to stay updated on new openings. 👀

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Supply Chain

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