We are working with a leading international food manufacturer and distributor, renowned for delivering exceptional quality products across Europe and beyond. They are now seeking an experienced Customer Service Lead to join their team and play a key role in ensuring smooth end-to-end order management and client satisfaction.
Responsibilities
Order Management & Accuracy
* Maintain the accuracy and integrity of the order book, ensuring customer confirmations are issued within 24–48 hours.
* Provide full visibility of order status to internal stakeholders.
* Align inventory availability against confirmed orders to guarantee timely fulfilment.
Client Communication & Demand Management
* Share weekly stock reports with key accounts and act as the primary point of contact for all client queries.
* Build and maintain strong professional relationships, fostering long-term partnerships.
* Organise monthly review meetings with key clients to discuss performance and forecast requirements.
* Manage and resolve any issues relating to order mismatches or delivery discrepancies.
* Proactively engage clients to secure ongoing demand visibility and improve forecast accuracy.
Reporting & Continuous Improvement
* Monitor and report OTIF (On-Time In-Full) performance, investigating and communicating root causes of deviations.
* Lead OTIF review discussions with clients and within internal S&OP forums.
* Recommend and follow up on corrective and preventive actions to drive service improvement.
* Track contract fulfilment and SKU run rates, taking proactive action in case of shortfalls.
* Analyse sales returns and coordinate corrective actions to prevent future occurrences.
Allocations & Logistics Coordination
* Coordinate logistics allocations to ensure optimal transport planning and efficiency.
* Work closely with clients to resolve issues related to nominated transporters and delivery schedules.
Credit & Debit Notes Management
* Process client credit and debit notes in line with company policy.
* Validate client debit notes and obtain appropriate approvals before issuing credits.
Experience Required
* Minimum of 5 years’ experience in a similar customer supply chain, order management, or client service role.
* Fluent in English; Dutch language skills are an advantage.
* Strong communication and relationship-building skills, with a proactive and service-oriented mindset.
* Excellent organisational and analytical abilities with a strong attention to detail.
* Confident managing multiple priorities and stakeholders in a fast-paced environment.
* Experience working with ERP systems (SAP experience desirable).
* A collaborative team player with a passion for process improvement and delivering results.
Ref Code: W(phone number removed)
To apply or for more information, please e-mail in strict confidence, with an updated CV including salary details, quoting the above reference, and for the attention of Jon Hemming-Nash
Due to a high volume of responses, we cannot reply to each application individually. If you have not received a response within one week, we regret that your application has not been successful on this occasion