Customer Services Team Leader - EUES

d business growth.

What you will do?

1. Team Leadership & People Development

• Lead, coach, and support the Customer Service Coordinators.

• Set goals, monitor KPIs, conduct performance reviews, and support development plans.

• Foster a safe, positive, and motivating team environment.

• Organize training sessions and ensure proper onboarding for new team members.

• Manage team schedules to guarantee full coverage of customer activities.

• Act as backup for other Team Leaders when needed.

2. Customer Service Excellence & Client Management

• Oversee the full order‑to‑delivery process: item creation, order entry, shipping, returns, and credit notes.

• Ensure accurate, timely deliveries with all required documentation.

• Act as primary escalation point for the countries under your responsibility.

• Maintain strong customer relationships and ensure high satisfaction levels.

• Collaborate with Sales/KAM to ensure commitments are met.

• Participate in customer meetings to review performance and identify improvements.

• Manage your own customer accounts - leading by example.

3. Cross‑Functional Collaboration & Continuous Improvement

• Work closely with Sales, Supply Chain, Manufacturing, Finance, and Compliance to deliver a seamless customer experience.

• Contribute to process optimization using data, insights, and customer feedback.

• Monitor and report on service KPIs (incl. OTIF, accuracy, satisfaction).

• Promote safety, compliance, and operational excellence across the team.

What you bring?

• Bachelor's degree in Business, Supply Chain, or equivalent.

• 5+ years of experience in Customer Service or Order Management, including 3+ years in a leadership role, ideally in Food B2B industrial environment.

• Strong communication and interpersonal skills.

• Ability to manage complex situations with clarity and empathy.

• Solid command of ERP systems and Microsoft Office.

• Fluent in English and Spanish. French or Italian is an advantage.

• Team‑oriented, flexible, structured, and customer‑centric.

Why Join Griffith Foods?

• A leadership role with direct impact on customer success and retention.
• International scope and strong cross-functional exposure.
• Opportunity to shape customer service execution and ways of working, not just run daily operations.
• A performance-driven environment that values ownership, collaboration and continuous improvement.
• Solid platform for further leadership growth within an international FMCG organisation.