The company
Our client is a leading global company specializing in custom packaging, crating, logistics, and supply chain solutions. With operations across North America, Asia, and Europe, our client specializes in delivering end-to-end services that protect high-value products and support efficient global distribution
About the role
The Customer Support Lead will oversee daily customer service and operational support activities. This role will lead the Operation Support Team, ensuring efficient order execution, maintaining high service standards, and driving continuous process improvements. As a key liaison between customers and internal stakeholders, you will work closely with Sales, Operations, and corporate teams to ensure high-quality service delivery and operational excellence.
Key Responsibilities:
- Act as the primary point of contact for the Operation Support team.
- Lead and guide the Operation Support team’s daily activities to ensure customer orders are processed accurately and supporting the resolution of operational challenges, including order discrepancies, delivery delays, customer complaints, and other service-related issues.
- Monitor the Operation Support team’s key operational KPIs such as data accuracy, on-time delivery, and response time.
- Monitor daily operational workflows and performance, identify inefficiencies and improvement opportunities, and recommend practical improvements to enhance process efficiency, data accuracy, service quality, and response times.
- Oversee operational execution and monitor ordering progress for key customer accounts, ensuring smooth daily operations and timely response to customer requirements.
- Support the implementation of improvement initiatives from the corporate team and ensure adherence to SOPs and operational standards across the team.
- Work closely with the Sales and Operations Manager on operational issues, escalation cases, development and execution of improvement plans, and finance-related matters.
- Assist in evaluating operational performance and identifying areas for continuous improvement.
- Any ad-hoc tasks assigned by the Head of Department (HOD).
The Ideal Candidate:
- Bachelor’s degree or equivalent.
- Minimum 5 years of experience in customer service, customer support, or related function within the manufacturing, packaging or engineering environment.
- Experience in supervisory or team lead role.
- Strong leadership and people management skills.
- Excellent interpersonal and communication skills.
- Strong analytical and problem-solving skills with a focus on operational excellence.
- Proficient in Microsoft Office Applications.
- Able to perform effectively in a fast-paced and dynamic environment.
- Demonstrates initiative in driving process improvements and operational efficiency.
Only shortlisted candidates will be notified.