Hybrid Customer Service Lead — Elevate Order Excellence

Natara Global; Seaham; Hybrid; GBP 32,000 - 39,000; Full time

Job summary

Natara Global is seeking a Customer Service Lead to oversee the end-to-end order process, manage multiple customer accounts and deliver proactive support to ensure order accuracy and timely updates.

Reporting to the Global Customer Excellence Manager, you will work cross-functionally with Sales, Planning, Operations, Quality and Shipping to improve customer service delivery and drive continuous improvement while operating in a hybrid setup from Seaham.

Qualifications

• Experience in manufacturing or B2B environments.
• Experience managing multiple accounts and busy order books.
• Ability to escalate and own customer issues.
• Proficiency with ERP systems (SAP/Oracle).
• Strong data reporting and KPI analysis skills.

Responsibilities

• Manage orders from receipt to delivery with 48h confirmation.
• Build and maintain customer relationships and inform on progress.
• Escalate queries and account issues as first point of contact.
• Support forecasts and inventory with Sales and Planning.
• Maintain customer records and system data.
• Produce KPI reports and analyze performance.
• Lead or contribute to calls and drive improvements.

Skills

Customer service

Account management

ERP SAP/Oracle

Data reporting

Communication skills

Organisational skills

Job description

Natara Global is seeking a Customer Service Lead to oversee the end-to-end order process, manage multiple customer accounts and deliver proactive support to ensure order accuracy and timely updates.

Reporting to the Global Customer Excellence Manager, you will work cross-functionally with Sales, Planning, Operations, Quality and Shipping to improve customer service delivery and drive continuous improvement while operating in a hybrid setup from Seaham.