Description
We are seeking a Customer Service Team Lead to manage our Customer Service team and directly impact order fulfilment and service levels. This role combines team management, analytics, and Supply Chain responsibilities, with close collaboration between Sales, Production, Planning, and Logistics teams.
Responsibilities:
- Manage the Customer Service team and ensure stable execution of operational tasks.
- Organize and control product reservations for client orders based on business priorities, inventory availability, and current business needs.
- Make operational decisions on limited stock allocation and order prioritization.
- Coordinate order execution and provide clear forecasts to Sales and cross-functional teams regarding delivery dates, delay reasons, and potential solutions.
- Collaborate with Production, Planning, Logistics, Quality, and other functions to resolve order fulfilment issues promptly.
- Manage daily inventory movements between production and sales sites, determining necessary volumes and transfer priorities.
- Analyze inventory, orders, production plans, and logistics capabilities to make optimal decisions about client supplies.
- Continuously adapt and improve reservation and Order Fulfillment processes according to business changes and operational challenges.
- Identify risks to order execution, initiate solutions, and ensure timely escalation of critical issues.
- Directly influence the timeliness and completeness of order execution and customer service levels.
Requirements:
- At least 2 years of experience in a similar or leadership role in Customer Service, Supply Chain, Order Fulfillment, or related areas.
- Practical experience in team management, task assignment, result control, and employee development.
- Understanding of Supply Chain principles and interactions between Sales, Production, Planning, Logistics, and warehouse operations.
- Experience in inventory management, reservation, and distribution, order prioritization, and execution control.
- Advanced Excel skills and experience with ERP systems; knowledge of SAP is a plus.
- English at Upper-Intermediate level (B2) or higher.
- Developed leadership and analytical skills, systematic thinking, proactivity, goal orientation, and ability to make operational decisions and take responsibility for results.
What we offer:
- Work in a comfortable office with a bomb shelter;
- Official employment with stable payment and all guarantees as a Diya.City resident;
- English language classes;
- Medical insurance;
- Ajax security system kit (participation in beta testing project);
- Various projects and professional growth opportunities;
- Drive team;
- Opportunity to propose and implement ideas influencing the product and production.