Customer Service Team Lead ***Global FMCG Category Leader***Location: Near Slough – Hybrid working (3 days per week in the office)Salary: £50,000 to £58,000 per annum dependent on experience + Bonus, Pension, Healthcare, Holiday & MoreJoin a fast-paced, global FMCG organisation as a Customer Service Team Leader where you will lead a team of highly experienced, passionate and decided Customer Service Specialists. This team is pivotal in delivering exceptional service to B2B customers across grocery, ecommerce, convenience, and wholesale sectors, acting as the first point of contact for clients, ensuring seamless order processing, issue resolution, and top-tier service delivery.Key Responsibilities:Lead and develop a team of customer service associates, ensuring customer satisfaction and adherence to processes and proceduresOnboard and train new team members, developing a team of exceptional talentSupport internal supply chain improvement initiatives whilst driving operational and financial excellenceLiaise with customers to optimise satisfaction and efficiency through KPI'sManage daily order processing and ensure dispatch and delivery on time, in fullAct as the first point of escalation for customer complaints and complex queriesMaintain and improve customer service procedures and standardsContribute to the effective running of SAP and EDI systemsWhat experience you will bringBachelor's degree or equivalent in experienceMinimum 5 years of relevant experience in customer service, with lead experience ideally in an FMCG / Retail environmentStrong people management skillsExcellent knowledge of order to cash processesHigh-level SAP skills and experienceStrong Excel analysis and reporting skillsExperience with 3PL and supply chain efficienciesHigh level of customer focus and excellent customer service skillsAdditional Info:Please note: You will be required to work 5 Saturdays and 5 Sundays per year. There will also be travel twice a month to the Warehouse facility which is about 60 miles away from Head Office.What Happens Next? Apply now!Stage 1: A phone with us at Mackenzie Jones to discuss the role in more detail as well as understand more about your skills & expertise in Customer ServiceStage 2: A Teams interview with the Line Manager, focused on your technical competencies and skillsetStage 3: An in-person meeting with the Line Manager and Customer Operations Team.