Interim, Divisional Customer Service & Logistics Manager

Biocatalysts Ltd; Nantgarw; On-site; GBP 42,000 - 64,000; Full time

Job summary

A leading bio-products company based in the UK is seeking a professional for a temporary role overseeing customer service and logistics processes. This position involves leading a team spread across the UK, US, Germany, and the Netherlands. Responsibilities include ensuring timely deliveries, managing customer satisfaction metrics, and improving operational best practices. The role is part of a 9-12 month maternity cover, making it imperative for candidates to be adaptable and focused on exceptional customer experiences.

Qualifications

• This role is responsible for developing and implementing Group-wide Customer Service and Logistics processes across multiple sites, with a focus on delivering an excellent customer experience.
• It oversees order to ship process to ensure on time in full delivery to our global customer base.
• The position plays a pivotal role in driving operational best practices and continuous improvement across the Group, while partnering closely with key functions including Procurement, Finance, and Customer Service to ensure alignment and efficiency throughout the supply chain.

Responsibilities

• Lead team of 7 members across multiple countries.
• Oversee the customer order to ship process globally.
• Ensure high customer satisfaction through performance metrics.
• Manage open order book for timely shipments.
• Handle customer complaints process effectively.
• Ensure accurate documentation for international trade.
• Escalate key risks to senior leadership.
• Develop supply mitigation strategies with SIOP Manager.

Job description

Biocatalysts is comprised of 4 companies, headquartered in Cardiff (Wales, UK) and co-located in Nieuwkuijk (Netherlands), Tampa (Florida, USA) and Ascheberg (Germany). Brought together as an integrated Bioproducts Division in October 2023, it is a wholly owned subsidiary of BRAIN Biotech Group, based in Zwingenberg (Germany). We serve customers globally in markets such as food, baking, beverage and pharma / life science, with a view to “become and stay the world’s leading speciality enzyme company and by the quality and dedication of our people, exceed our customers’ expectations”.

Purpose of Role

This role is responsible for developing and implementing Group-wide Customer Service and Logistics processes across multiple sites, with a focus on delivering an excellent customer experience. It oversees order to ship process to ensure on time in full delivery to our global customer base. The position plays a pivotal role in driving operational best practices and continuous improvement across the Group, while partnering closely with key functions including Procurement, Finance, and Customer Service to ensure alignment and efficiency throughout the supply chain.

This role is a 9–12-month fixed term maternity cover.

Expected Activities

• Lead team of 7 team members based in UK, US, Germany and The Netherlands
• Owner of customer order to ship process globally with expectation to drive continuous improvement and standardisation of these processes.
• Responsible for ensuring excellent customer satisfaction measured through customer complaints and On Time in Full Performance
• Responsible for managing and reporting open order book and ensuring orders are shipped on time to meet business plans.
• Owner of the customer complaints process
• Responsible for International Trade complaints to ensure appropriate documentation is provided to support customs clearance and meet customers needs.
• Escalate keys risks as appropriate to senior leadership through consistent reporting tools.
• Partner with SIOP Manager to develop supply mitigation strategies.