Customer Service Team Lead

Valeo Foods; Dublin; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Pension scheme

Employee healthcare discount

Discounted Staff Shop

Maternity/Paternity leave

Employee Assistance Programme

Cycle to Work

Specsavers Contribution

Job summary

Valeo Foods Ireland is hiring an experienced Customer Service Team Leader to oversee day-to-day delivery of exceptional service to FMCG customers. Reporting to the Supply Chain Manager, you will place the customer at the centre of decision making and work closely with Commercial, Supply Chain, factories, Quality and Logistics to protect service and drive improvements.

You will lead the team responsible for order fulfilment and wider customer service activities in a fast-changing environment,

Qualifications

• Proven track record of leading teams to deliver OTIF targets and service excellence.
• Experience driving process improvements and customer-focused initiatives.
• Ability to manage cross-functional relationships with Commercial, Supply Chain and Manufacturing.
• Strong communication and coaching skills to develop team performance.
• Comfort with dashboards and ERP/CRM reporting tools.

Responsibilities

• Lead and develop the Customer Service team to deliver 98.5% OTIF service level.
• Review and action daily customer service KPIs and trends.
• Coordinate with Commercial, Supply Chain, Demand Planning, and Logistics.
• Resolve customer service issues promptly with cross-functional teams.
• Utilise reports to forecast trends and plan corrective actions.
• Conduct regular 1-2-1s and team meetings to maintain motivation.
• Coach team through change and build internal/external relationships.

Skills

Leadership

Customer service

OTIF excellence

CRM systems

MS Office

Data-driven decisions

Education

Level 8 degree in management or related discipline

Tools

CRM systems

MS Office

ERP systems

Job description

About Valeo Foods Ireland

Our mission, at Valeo Foods Ireland, is simple yet powerful: to make every day moments taste better. We believe that great food has the power to create memories, bring people together, and transform an ordinary day into something special. This philosophy drives everything we do, from sourcing the finest ingredients to perfecting every recipe and product. In today’s fast-paced world, what we eat matters more than ever.

The story of Valeo Foods Ireland is really a story about heritage.

In 2010, something significant happened. Two successful Irish food businesses, Origin Foods and Batchelors, came together to form Valeo Foods. The ambition was simple but powerful: bring together some of Ireland's best-loved food brands and build a business capable of preserving their heritage while preparing them for the future.

Over the years that followed, the business grew. New brands joined the family. Historic names such as Jacob Fruitfield, Robert Roberts, and Kelkin became part of the Valeo story. Yet despite acquisitions, expansion and international growth, the Irish heart of the business remained unchanged.

What makes our story exciting is not the corporate milestones. It is the people.

The mill workers who have spent decades ensuring that every bag of flour meets the highest standards. The food technologists creating products for new generations. The sales teams serving communities north to south, east to west. The hundreds of employees whose work touches more than a million Irish homes every day. Their contribution is often unseen, yet it forms the foundation of countless family moments.

Today, the business stands as one of Ireland's most significant food companies, built upon generations of trust and quality. Its brands have survived economic change, evolving consumer habits and changing ownership structures because they occupy a special place in Irish homes.

And so the story of Valeo Foods Ireland is not really about food at all. It is about connection. It is about the small moments that become lasting memories.

The Role

Valeo Foods Ireland is seeking an experienced Customer Service Team Leader to lead the day to day delivery of class leading service to our FMCG customers. Reporting to the Supply Chain Manager, the successful candidate will place the customer at the centre of decision making. Together with their team they will work closely with Commercial, Supply Chain, factories, Quality and Logistics to protect service, resolve issues and continuously improve the customer experience. The Customer Service Team Leader will lead the team responsible for order fulfilment and wider customer service activities in a fast-changing environment.

What You will Do…

• Working closely with the Supply Chain Manager, lead and develop the Customer Service team to deliver a minimum OTIF service level of 98.5% across the business, ensuring that risks to customer service are identified, communicated and resolved promptly.
• Review customer service KPIs and performance metrics daily, using insights to prioritise issues, set short-term targets and implement improvements that enhance service, productivity and team performance at a sustainable level.
• Co-ordinate closely with Commercial, Supply and Demand Planning, Factories, Quality & Logistics to manage outbound orders, anticipate service risk and maintain clear daily/weekly communication with internal stakeholders & customers.
• Lead day to day resolution of customer service issues with their team and relevant departments, balancing customer requirements while considering operational, logistics & supply constraints and ensuring timely communication throughout,
• Use available PBI reports/ planning & ERP systems to identify forecast trends and potential service risks; working with Commercial, Supply Chain and Customers to align future demand and agree timely corrective actions.
• Conduct regular 1-2-1 and team meetings with your team to maintain focus and motivation, with the goal of retention & succession.
• Coach & manage your team through phases of change and know how to display motivating and encouraging behaviours.
• Establish and build strong internal and external customer relationships.

What You will Have…

• A proven track record of leading teams to achieve and exceed customer service, OTIF, quality and productivity targets, while balancing immediate customer priorities with longer-term service improvement objectives.
• Evidence of system development and process improvement
• Management of people across different disciplines
• To be solutions driven, understands the need for constant improvement, and functions well in a changing environment
• To be able to demonstrate high levels of maturity, empathy, confidence and credibility to all areas and levels within the business
• Proficient knowledge of CRM systems, MS Office tools and relevant software applications
• Level 8 degree in management or related discipline.

Who You are…

• Results Driven with a collaborative style and positive attitude
• Treats colleagues and customer with respect and is always honest in all interactions
• Demonstrate agility by being flexible and open to change
• Ability to clearly explain work being performed to stakeholders
• Contribute to overall team performance, including support and assistance to other team members
• Focused individual with ability to drive personal, team and business growth and maximise opportunities with customers

How We Look After You…

At Valeo Foods Ireland we look after our employees with an impressive total rewards package on top of your basic salary. As well as working in a dynamic and exciting environment you will also receive:

• Valeo Foods DC Pension scheme with 6% employer contribution and 5% employee contribution
• Eligible to participate in the Company's performance related bonus scheme
• Employee Healthcare discount
• Discounted Staff Shop
• Maternity and Paternity leave packages after 2 years of service
• Employee Assistance Programme (EAP)
• Cycle to Work and Travel Pass tax saver Scheme
• Specsavers Contribution