# Customer Service Lead### **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.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. With its best-in-class healthy food, latest technology, innovation, and talented workforce, itsu is the future of fast food. **D&I 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. **When applying for a role with us, please remove your: full name, name of University/School, address, email address and any photos of you on your CV and covering letter. non-anonymised CVs may not be reviewed.****Scope of role:**itsu [grocery] is looking for a **Customer Service Lead** to join its supply chain team. They will work closely with the Supply Planning, Demand Planning & Sales Teams, alongside our 3PL storage & distribution partners.* 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 discountitsu| | || --- | --- || Salary | Competitive + Bonus and Benefits || Frequency | Annual || Job Reference | itsu/TP/180808/6981 || Contract Type | Permanent || Closing Date | 09 January, 2026 || Job Category | Supply Chain || Division | itsu Grocery || Location | Partnership House, Carlisle Pl London, United Kingdom || Posted on | 10 December, 2025 || OpenStreetMap contributorsDirections to### Spread the word #J-18808-Ljbffr