Customer Service Lead

The Customer Service Lead plays a critical role in delivering an exceptional customer experience while supporting the efficient day-to-day operation of the warehouse and order fulfilment functions.

As customer service is a key differentiator for the business, this role is responsible for ensuring every customer interaction, order, enquiry, and shipment is managed accurately, professionally, and with a strong focus on responsiveness and solutions. Acting as a vital link between customers, Key Account Managers (KAMs), Operations, and the Warehouse Team, the role ensures customer expectations are consistently met while maintaining operational efficiency.

The position combines customer service, order management, inventory coordination, and warehouse support responsibilities, requiring a proactive, detail-oriented, and collaborative individual who can effectively balance administrative and operational tasks. The role contributes directly to customer satisfaction, order fulfilment performance, and the overall success of the business by providing timely support, resolving issues efficiently, and ensuring the seamless flow of information between departments.

This position is expected to demonstrate a customer-first mindset, operational excellence, and a willingness to support broader business activities as required to achieve company objectives.