Customer Service Team Leader

Role Summary

MP&L and Customer Service Team Leader  is responsible for executing and continuously improving MP&L (Materials Planning & Logistics) operations within MHXX. The role ensures alignment with global supply chain strategies while driving operational excellence in forecasting, inventory management, logistics planning, and customer service. This position plays a key role in enabling end-to-end supply chain visibility, optimizing service levels. The role requires cross-functional collaboration with key internal and external stakeholders, including GBTS, Customer Service, and 3PL providers, to drive operational efficiency, innovation, and customer satisfaction

Main Tasks

Strategy & Continuous Improvement

• Define and execute the MP&L strategy for MHXX in alignment with global supply chain and business priorities.


• Drive continuous improvement and innovation across all MP&L processes to enhance efficiency, reduce costs, and improve service levels.

Inventory & Performance Management

• Develop and implement inventory strategies for MHXX Distribution Centers.


• Drive prioritization and escalation processes for inventory-related challenges and ensure timely execution of mitigation measures.


• Establish robust systems for tracking backorders and executing recovery plans to meet customer commitments.

End-to-End Supply Chain Execution

• Implement and manage End-to-End (E2E) control towers to monitor and enhance delivery performance in MHXX.


• Align supply chain operations with supplying plants, ensuring seamless coordination of inventory flow and fulfillment.


• Collaborate with the Distribution and Transportation Team to synchronize forecast-to-DC processes and optimize distribution strategies.


• Partner with GBTS (Global Business & Technology Solutions) to ensure seamless integration of technology solutions for data processing, customer service, and other shared services.


• Cooperation with the BU / Sales and implementing/adopting global standards. 

Customer Service & Stakeholder Management

• Lead the Customer Service team to drive customer-centric strategies, ensuring timely order fulfillment and proactive communication.


• Develop and implement service level agreements (SLAs) for Customers, Suppliers (both, internal and external) and other functional departments.


• Manage operational relationships with 3PL providers and participate in Business Reviews to ensure service levels and operational efficiencies are met.

Planning & SIOP Management

• Lead forecasting, inventory management and logistics planning processes,  ensuring its alignment with financial and operational goals.


• Facilitate and actively contribute to the SIOP (Sales, Inventory & Operations Planning) process by coordinating cross-functional inputs from Sales, Marketing, and Operations.

Digitalization & Data Integrity

• Ensure the integrity of data processing and intake to enable accurate forecasting, planning, and reporting.


• Utilize advanced analytics to identify trends, risks, and opportunities for continuous improvement.

Performance & Reporting

• Monitor key performance indicators (KPIs) and provide regular updates to senior leadership on supply chain performance.

Leadership & Organizational Development

• Lead, develop, and mentor a multidisciplinary team, including SIOP/Replenishment Planners, Customer Service representatives, Analysts, and IT Project Managers.


• Foster a culture of accountability, innovation, and excellence within the team. Build organizational capability through succession planning, skills development, and cross-functional collaboration.

Job Requirements (Qualifications, Skills, Experience, Competencies)

Qualifications

• Bachelor’s degree or comparable qualification in Business Administration or Industrial Engineering with a Logistics focus


• Masters level Qualification will be an added advantage.

Functional Skills

• Material Planning and standard implementation (process lead as an advantage)


• Multiple Project Management & Implementation including digitalisation and customer onboarding


• Proven Experience in driving results improvement

Experience

• A minimum of 5+ years of experience in  supply chain, logistics, or operations roles with team management experience


• Proven expertise in inventory management, customer service integration, and end-to-end supply chain operations.


• Experience in managing partnerships with technology providers (GBTS) and customer service organizations in a global setting.


• Strong financial and business acumen with the ability to translate operational strategies into measurable results.


• Proficiency in supply chain management systems, ERP platforms, and data analytics tools.

Competencies

• Strong proficiency with Microsoft Suite, particularly Excel and PowerPoint


• Strong verbal and written communication


• Analytical thinking & problem solving


• Willingness to stay updated with the latest market trends and customer demands