Back Office Customer Service Team Leader
Employer · Tetra Pak
Office and call centre supervisor
Supply and logistics manager
Enquiry clerkFull-timeBudaörs
We are looking for a Back Office Customer Services Team Leader to deliver best-in-class customer experience by driving operational and quality excellence across our shared service centre. In this role, you will lead and develop a team of back-office specialists, secure timely and accurate order fulfilment, and translate customer needs into impactful, time-bound actions.
Tasks
- Secure timely and accurate order fulfilment throughout the supply chain by securing design master data and ensuring effective packaging material and additional material order management.
- Prioritize and allocate back-office activities according to workload, business criticality, and customer impact, ensuring the right escalation flow.
- Support the team in complex operational situations and negotiation points between different stakeholders.
- Ensure compliance with global controls and standardised processes and support internal or external audits linked to back-office customer services operations.
- Ensure the organization, competence, and capacity of the back-office customer service team are aligned to business needs.
- Build strong development plans, fostering continuous learning, inclusion, and empowerment within the team.
- Provide day-to-day coaching, guidance, and on-the-job training to support individual growth and team performance.
- Create an environment where diverse perspectives are valued and people feel safe to bring new ideas and challenge existing processes.
- Ensure strong alignment between supply chain operations and market strategies.
- Build and maintain collaborative environment with all departments involved in the customer services process in order to enable smooth order handling and high service levels.
- Act as the local order management process driver for the Shared Service Centre site you lead, ensuring consistency and efficiency.
- Drive the implementation of global and local projects that enhance back-office customer services operations and operational effectiveness.
- Lead World Class Manufacturing (WCM) activities within the team, focusing on productivity improvements in tools, workflows, and ways of working in alignment with the factory WCM office.
- Ensure that topics impacting operational performance or productivity are timely discussed with markets, factories, or Integrated Supply Chain (ISC) teams to ensure service levels are maintained with quality.
- Drive smooth, accurate, and timely order management processes that ensure a high-quality customer experience.
- Actively track service levels and lead continuous improvement initiatives using defined data analytics.
- Liaise with factories and ISC teams, representing the voice of the customer and ensuring escalations are resolved with speed and clarity.