Customer Service Team Lead - Manufacturing & Logistics

Tioxide Materials Ltd; United Kingdom; Remote; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Workplace pension scheme

Private medical insurance

Life assurance

Income protection

Job summary

Tioxide Materials Ltd is seeking a Customer Service Team Leader to direct a high-performing team of Customer Service Representatives and to drive on-time, in-full performance in a manufacturing setting. You will ensure accurate order processing, resource planning and strong cross-functional collaboration with logistics and internal teams.

The role focuses on coaching, KPI monitoring and continuous improvement, with accountability for compliance, health & safety and customer satisfaction across

Qualifications

• Experience in customer service, account management, logistics, supply chain, or order processing/management.
• Previous team leadership, supervisory, or coaching experience.
• Experience using ERP systems (e.g. SAP, Sage) and Microsoft Office, particularly Excel.
• Strong understanding of order-to-cash processes.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Accurate data entry and administrative skills in a fast-paced environment.
• Analytical problem solving ability with a continuous improvement mindset.
• Numerical aptitude and attention to detail.
• Ability to use initiative and resolve issues effectively.
• Experience within a manufacturing, distribution, or supply chain environment.
• Commitment to business procedures, compliance, and health & safety standards.
• Knowledge of international shipping and logistics operations.
• Experience in business administration or international trade.
• Experience managing customer service KPIs and performance reporting.
• Working knowledge of SAP.

Responsibilities

• Lead, motivate and develop a team of Customer Service Representatives, creating a positive, engaged and high-performing team culture focused on delivering excellent customer service.
• Manage day-to-day customer service operations, ensuring customer orders are processed accurately, efficiently and in line with customer and business requirements.
• Allocate resources and manage team workloads, holidays and absence cover to ensure service levels are maintained and customer requirements are met.
• Coach, support and develop team members through regular feedback, training and performance discussions, building capability and encouraging continuous learning and professional growth.
• Monitor team and individual performance against key customer service and operational KPIs, taking proactive action to address issues and drive continuous improvement.
• Build and maintain effective working relationships with customers, logistics providers and internal stakeholders to resolve issues and support the delivery of on-time, in-full customer service.
• Act as the escalation point for complex customer, supply chain, logistics and order management issues, ensuring timely and effective resolution.
• Identify and implement process improvements that enhance customer experience, operational efficiency and team effectiveness within a fast-paced manufacturing environment.
• Support month-end, compliance, reporting and audit activities, ensuring all customer service processes are completed accurately and in accordance with company procedures and internal controls.
• Maintain a strong focus on health, safety, compliance and ethical business conduct while promoting company values and behaviours across the team.

Skills

Customer service

Team leadership

ERP systems

Excel

Order-to-cash

Communication

Organisational skills

Data entry

Analytical problem solving

Manufacturing / supply chain

Health & safety

International shipping/logistics

International trade

KPIs reporting

Tools

SAP

Sage

Job description

Tioxide Materials Ltd is seeking a Customer Service Team Leader to direct a high-performing team of Customer Service Representatives and to drive on-time, in-full performance in a manufacturing setting. You will ensure accurate order processing, resource planning and strong cross-functional collaboration with logistics and internal teams.

The role focuses on coaching, KPI monitoring and continuous improvement, with accountability for compliance, health & safety and customer satisfaction across