Customer Service Team Leader FMCG Industry

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

1. Team Accuracy & Productivity
2. Returns / Uplift
3. Customer Satisfaction (CSAT)
4. Net Promoter Score (NPS)
5. First Contact Resolution (FCR)
6. Individual Productivity
7. 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