Back Office Customer Service Team Leader

Employer · Tetra Pak

Office and call centre supervisorSupply and logistics managerEnquiry clerkFull-time

Budaörs

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.

Conditions & benefits

A variety of exciting challenges with ample opportunities for development and training in a truly global landscapeA culture that pioneers a spirit of innovation where our industry experts drive visible resultsAn equal opportunity employment experience that values diversity and inclusionMarket competitive compensation and benefits with flexible working arrangements

Requirements

  • Ideally around 5 years of operational experience in supply chain, customer service, order fulfilment, or similar fields.
  • Relevant experience in team management or coordinating people
  • Proven project management skills, with the ability to lead initiatives, drive progress, and secure alignment across stakeholders.
  • Excellent stakeholder management, with the ability to balance priorities, communicate clearly, and collaborate effectively across markets, factories, and internal teams.
  • Strong English communication skills, both written and verbal.
  • University degree
  • A structured way of working, with the ability to oversee multiple operational flows and secure follow‑through.
  • A proactive, improvement‑oriented mindset, constantly looking for ways to simplify, automate, and enhance back‑office processes.
  • A leadership style that promotes inclusion, empowerment, learning, and open communication.

Posted Nov 6, 2026 · Updated yesterday · 0 views