Customer Service Team Leader – FMCG Industry

We are hiring for a leading FMCG company to recruit an experienced Customer Service Team Leader to lead the day-to-day customer service function, ensuring efficient order processing, delivery coordination, and exceptional customer satisfaction. This role requires a highly organized professional who thrives in a fast-paced environment, managing the successful processing of orders for over 500 customers, each with unique requirements and extensive SKU portfolios. Key Responsibilities • Lead and motivate a team to deliver best-in-class customer service across all client touchpoints • Ensure new employee training is conducted effectively and within timelines; facilitate cross-training for existing team members • Support the Manager – Customer Experience with team coaching, performance reviews, and disciplinary matters in line with company policy • Provide operational assistance to team members and ensure accurate, timely communication within the department • Deliver performance feedback, drive service improvements, and foster a culture of accountability and excellence • Maintain strong collaboration with sales, logistics, and finance to ensure smooth customer operations Key Performance Indicators (KPIs • Team Accuracy & Productivity • Returns / Uplift • Customer Satisfaction (CSAT) • Net Promoter Score (NPS) • First Contact Resolution (FCR) • Individual Productivity • Process Improvement Initiatives / Kaizen Ideal Profile • Proven experience in customer service or order management within the FMCG distribution or 3PL Logistics • Strong leadership, analytical, and problem-solving skills • Excellent communication and interpersonal abilities • Exposure to ERP/CRM systems and performance management tool Show more Show less

Lead and motivate a team to deliver best-in-class customer service across all client touchpoints; Ensure new employee training is conducted effectively and within timelines; facilitate cross-training for existing team members; Support the Manager – Customer Experience with team coaching, performance reviews, and disciplinary matters in line with company policy; Provide operational assistance to team members and ensure accurate, timely communication within the department; Deliver performance feedback, drive service improvements, and foster a culture of accountability and excellence; Maintain strong collaboration with sales, logistics, and finance to ensure smooth customer operations.