As a **Customer Service Team Leader**, you will lead our Customer Service Coordinators across several countries and ensure best‑in‑class service delivery. You will build a high-performing team, guarantee flawless execution, and transform customer service into a driver of long-term customer satisfaction, loyalty and business growth.
**What you will do?**
**1. Team Leadership & People Development**
- Lead, coach, and support the Customer Service Coordinators.
- Set goals, monitor KPIs, conduct performance reviews, and support development plans.
- Foster a safe, positive, and motivating team environment.
- Organize training sessions and ensure proper onboarding for new team members.
- Manage team schedules to guarantee full coverage of customer activities.
- Act as backup for other Team Leaders when needed.
**2. Customer Service Excellence & Client Management**
- Oversee the full order‑to‑delivery process: item creation, order entry, shipping, returns, and credit notes.
- Ensure accurate, timely deliveries with all required documentation.
- Act as primary escalation point for the countries under your responsibility.
- Maintain strong customer relationships and ensure high satisfaction levels.
- Collaborate with Sales/KAM to ensure commitments are met.
- Participate in customer meetings to review performance and identify improvements.
- Manage your own customer accounts — leading by example.
**3. Cross‑Functional Collaboration & Continuous Improvement**
- Work closely with Sales, Supply Chain, Manufacturing, Finance, and Compliance to deliver a seamless customer experience.
- Contribute to process optimization using data, insights, and customer feedback.
- Monitor and report on service KPIs (incl. OTIF, accuracy, satisfaction).
- Promote safety, compliance, and operational excellence across the team.
**What you bring?**
- Bachelor’s degree in Business, Supply Chain, or equivalent.
- **5+ years of experience**in Customer Service or Order Management, including **3+ years in a leadership role**, ideally in **Food B2B industrial environment**.
- Strong communication and interpersonal skills.
- Ability to manage complex situations with clarity and empathy.
- Solid command of ERP systems and Microsoft Office.
- **Fluent in English and Spanish**. French or Italian is an advantage.
- Team‑oriented, versátil, structured, and customer‑centric.
**Why Join Griffith Foods?**
- A leadership role with **direct impact on customer success and retention.**
- International scope and strong cross-functional exposure.
- Opportunity to **shape customer service execution and ways of working**, not just run daily operations.
- A performance-driven environment that values ownership, collaboration and continuous improvement.
- Solid platform for further leadership growth within an international FMCG organisation.