Role Overview

This role is responsible for leading the Customer Service and Order Management team to ensure accurate order capture, on-time processing, strong service levels, and proactive stakeholder communication across the business. The successful candidate will play a key role in driving OTIF performance, service excellence, continuous improvement, and effective collaboration with Sales, Finance, Planning, Warehousing, Transport, and Production.

Responsibilities & Qualifications

• Lead, coach, and oversee the Customer Service and Order Management team
• Ensure accurate, compliant, and on-time order processing
• Manage escalations and customer service issues with a solutions-driven approach
• Drive continuous improvement initiatives and service-level performance
• Monitor and report on KPIs including OTIF, order accuracy, response times, and RFCs
• Collaborate cross-functionally to support stock availabili...