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
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