Customer Service Lead [Demand Planning/Supply Chain]
Join to apply for the Customer Service Lead [Demand Planning/Supply Chain] role at itsu
About Us
itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading grocery business across Europe and beyond. Renowned for its best-in-class food made fresh in every shop every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm.
Ideal Candidate
* Outstanding organisation skills and the ability to communicate effectively as part of a team and with customers.
* 3+ years in a customer facing Customer Service / Customer Demand Planning / Demand Planning role, with proven line management experience.
* Strong Microsoft Excel knowledge, IT savvy.
* The energy and self‑motivation to work within a rapidly growing business that is constantly evolving with changing priorities, with a flexible and can‑do attitude.
* Pro‑active, identifying issues as or before they arise.
* A track record of influencing and building relationships with internal and external stakeholders.
* Ability to work under pressure, meet targets and deadlines.
Scope Of Role
* Reporting to the Head of Demand, foster a motivated, proactive, and effective team focused on customer service and communication. Mentor and develop supply chain executives to enhance their skills and performance.
* Collaborate with the Supply & Demand teams to ensure excellent service to customers and visibility of our stock levels both internally & externally.
* Own service levels by accurately tracking and reporting performance internally and externally. Strengthen customer relationships by addressing non-conformances, managing specific requirements, and driving efficiency savings to reduce costs.
* Oversee the order-to-cash process to ensure accurate and timely dispatches, with particular attention on NPD launches, code changes & period end; and debit note resolution. Analyse and manage stock to minimize waste & ensure efficient stock allocation.
* Identify and implement opportunities for automation, standardisation, and continuous improvement across customer order processes. Lead initiatives to improve efficiency and align processes with business goals.
* Build strong relationships with 3PL contacts to ensure excellent service for customers. Work with the Logistics Manager to address underperformance and agree on improvement measures.
* Work with the wider supply chain team to find efficiency savings and reducing cost-to-serve.
What We Offer
* Join a successful and high growth food business.
* Central London office, 3 days in the office and 2 days at home.
* Competitive salary.
* Bonus scheme.
* 25 days holiday.
* Private Health Insurance.
* Company Pension Scheme.
* Free itsu lunch.
* 50% itsu discount.
Equal Employment Opportunity Statement
itsu [grocery] is committed to building a diverse, equitable and inclusive organisation. We encourage applicants from a wide range of backgrounds to apply for all of our opportunities.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Food and Beverage Services
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