Customer Service Lead

We are recruiting for aCustomer Service Leadto join an established manufacturing business based in North Lanarkshire.

This is an excellent opportunity for an experienced customer service or supply chain professional who enjoys working in a fast-paced operational environment and is comfortable combiningcustomer management team leadership order processing and logistics coordination.

Reporting to the Supply Chain Manager you will lead a Customer Service function and play a key role in ensuring customers receive a consistently high level of service. You will work closely with Sales Supply Chain Warehouse and Logistics colleagues while also acting as an escalation point for customers.

The Role

Your responsibilities will include:

• Leading the Customer Service function and providing day-to-day guidance and support to a small team including colleagues working remotely.
• Acting as an escalation point for customer queries and maintaining direct communication with customers when required.
• Managing and processing customer orders accurately including orders received manually and through EDI systems.
• Working closely with the Sales team to coordinate customer requirements and order fulfilment.
• Allocating available stock against customer orders.
• Coordinating daily deliveries and despatch schedules alongside logistics partners.
• Booking deliveries to external locations.
• Preparing export documentation and commercial invoices for international shipments.
• Producing shipping manifests and pallet labels.
• Processing GRNs and POD documentation.
• Supporting sales invoicing and maintaining accurate transactional records.
• Monitoring shortages and other customer service metrics to support reporting and continuous improvement.
• Proactively communicating any warehouse transport or supply issues that could affect customer deliveries.
• Supporting wider supply chain and logistics review processes.

About You

We are particularly interested in candidates who have experience within manufacturing FMCG food manufacturing distribution warehousing or a similar supply chain-led environment.

You may currently be working as a Customer Service Team Leader Customer Service Supervisor Customer Service Coordinator Sales Order Processing Team Leader or in a similar customer-facing supply chain position.

You should be able to demonstrate:

• Previous experience within customer service sales order processing or supply chain administration.
• Experience supervising leading or supporting a small team.
• Strong customer communication skills and confidence dealing with escalated queries.
• Experience processing customer orders within a busy operational environment.
• Good organisational skills with the ability to manage competing priorities and deadlines.
• A calm and professional approach when working under pressure.
• Strong attention to detail and administrative accuracy.
• Confidence working independently as well as collaboratively across different departments.
• Good Microsoft Office skills particularly Excel Outlook and Word.
• Experience with ERP systems; knowledge of Microsoft Dynamics 365 would be advantageous.
• Previous exposure to EDI ordering logistics despatch export documentation or stock allocation would also be beneficial.

Working Hours

This is afull-time site-based position working 40 hours per week Monday to Friday.

Apply with an up-to-date CV for further information and a confidential discussion