Lead, Customer Service & Fulfillment - Hybrid & AI-Enabled

MSD Animal Health UK Ltd; Milton Keynes; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

MSD Animal Health UK Ltd is seeking a Lead Associate, Customer Service to head the Order & Logistics function, driving order fulfilment, inventory coordination, and service excellence. You will guide the team, manage escalations, and partner with Demand Planning, Supply Chain, and Commercial teams to optimise fulfilment across the customer journey.

The role emphasizes continuous improvement, process automation, and data-driven decisions to enhance customer experience and business performance.

Qualifications

• Significant experience within Customer Service, Supply Chain Operations, Order Management, Logistics, or Customer Operations.
• Experience leading operational activities, projects, or teams within a customer-focused environment.

Responsibilities

• Lead the daily activities of the Order & Logistics function, driving service excellence and operational effectiveness.
• Act as the operational lead for customer order fulfilment, ensuring orders are processed accurately and delivered on time.
• Provide leadership, coaching, and support to team members.
• Monitor operational performance and proactively address risks affecting customer service or supply continuity.
• Serve as the first point of escalation for complex customer, logistics, invoice, and order-related issues.
• Lead operational reviews and drive actions to improve service levels and customer satisfaction.

Skills

Customer Service

Order Processing

People Management

Problem Resolution

Sales Data Management

Sales Reporting

Sales Support

Technical Support

Work Order Management

Tools

SAP

Job description

MSD Animal Health UK Ltd is seeking a Lead Associate, Customer Service to head the Order & Logistics function, driving order fulfilment, inventory coordination, and service excellence. You will guide the team, manage escalations, and partner with Demand Planning, Supply Chain, and Commercial teams to optimise fulfilment across the customer journey.

The role emphasizes continuous improvement, process automation, and data-driven decisions to enhance customer experience and business performance.