Customer Service Team Leader – FMCG Industry

About the Role

We are collaborating with a prominent FMCG company to hire a seasoned Customer Service Team Leader. This role involves managing daily operations of the customer service department, ensuring efficient order handling, delivery coordination, and high customer satisfaction.

Key Responsibilities

• Lead and inspire the customer service team to provide exceptional support across all customer interactions.
• Effectively conduct onboarding and training for new hires, and implement cross-training programs for existing staff.
• Assist the Customer Experience Manager with staff coaching, performance evaluations, and managing disciplinary actions according to company policies.
• Offer operational support to team members and guarantee clear, precise communication internally within the department.
• Provide constructive performance feedback, champion continuous service enhancements, and nurture a culture focused on accountability and excellence.
• Maintain strong coordination with sales, logistics, and finance teams to ensure seamless customer service workflows.

Key Performance Indicators (KPIs)

• Team accuracy and productivity
• Returns and uplifts management
• Customer satisfaction index (CSA)
• Net promoter score (NPS)
• First contact resolution rate (FCR)
• Individual productivity metrics
• Process improvement initiatives including Kaizen activities

Ideal Profile

• Demonstrated experience in customer service or order management, preferably in FMCG distribution or third-party logistics (3PL).
• Strong leadership qualities combined with analytical and problem-solving capabilities.
• Excellent communication and interpersonal skills to effectively engage stakeholders.
• Familiarity with ERP and CRM platforms as well as performance management tools.