Global Customer Service Team Lead

Lead a team of experienced customer service specialists, driving process improvements and cross-functional collaboration in a fast-paced manufacturing environment.

Client Details

This is a global manufacturing operation headquartered in Liverpool, serving markets across Europe and beyond. They're a forward-thinking, process-driven organization that prioritises continuous improvement, strong internal plant relationships, and seamless order-to-cash excellence.

Based in Liverpool, the company has a modern, high-tech manufacturing hub supporting its global service function.

Description

• Lead, support, and develop a high-performing team of customer service specialists.
• Own and improve internal relationships with key operational stakeholders across the plant.
• Drive continuous improvement in the customer service order-to-cash process, leveraging tools such as SAP.
• Identify and eliminate inefficiencies in workflows, implementing best practice processes and systems.
• Work closely with the wider Customer Service leadership team to ensure global alignment in systems and service delivery.
• Monitor and report KPIs to drive operational insight and decision-making.
• Resolve escalated issues in collaboration with Supply Chain, Sales, and Quality teams.
• Participate in Lean Six Sigma and transformation projects.
• Support integration of customer service processes following acquisitions.

Profile

• A hands-on leader with a strong background in customer service operations within a manufacturing environment.
• Proven experience working with SAP.
• A natural collaborator who can confidently build relationships with internal teams and influence positive change.
• A track record of driving service improvements and embedding new processes.
• Passionate about delivering exceptional service - someone who sets the standard themselves.
• Comfortable managing data, metrics, and reporting to inform continuous improvement.

• Bachelor's degree in Business Administration or a related field.
• Solid experience managing or leading within a customer service function.
• Strong process and systems knowledge - especially in SAP and manufacturing settings.
• Excellent communication, negotiation, and problem-solving skills.

Job Offer

• Hybrid & Flexible Working - Liverpool HQ, with just 2-3 days per week onsite
• Base Salary: £50k-£55k - Competitive for the region
• Excellent Pension Scheme - With strong employer contributions
• Generous Holiday Allowance - Plenty of time off to recharge
• Professional Training & Development - Ongoing support for career growth
• Clear Progression Path - Opportunities to advance within a global customer service function
• Modern Office Location - Contemporary workspace in Liverpool with a great atmosphere
• Free Onsite Parking - Convenient for those working at HQ
• Supportive & Collaborative Culture - Open, idea-driven environment