Customer Service & Operations Team Lead - East WFO

You will lead and oversee daily Customer Service & Operations activities, ensuring smooth order fulfilment, shipment execution, warehouse operations, inventory management and customer service. You will act as a key escalation point for operational issues and work closely with internal stakeholders, customers, 3PL providers and regional/HQ teams.

Key responsibilities

Lead day-to-day Customer Service & Operations activities, ensuring timely and accurate order fulfilment and shipment execution

Coordinate with customers, internal stakeholders and 3PL providers to resolve operational and delivery issues

Monitor shipment status, operational KPIs and service performance, taking corrective action when required

Oversee warehouse activities including inventory accuracy, stock movement, stock taking and storage optimisation

Drive continuous improvement of operational processes, SOPs and systems

Lead, coach and develop warehouse and operations team members

Ensure compliance with company policies, safety and HSE requirements

Prepare operational reports and provide insights on inventory and service performance

Support the Country Manager in operational planning, business improvement and continuity initiatives

About you

Bachelor's degree preferred

Minimum 5 years of experience in Customer Service, Logistics, 3PL/Warehouse or Supply Chain Operations

Minimum 2 years of supervisory/team leadership experience

Strong understanding of end-to-end operational processes

Experience working with 3PL/logistics partners is highly desirable

Knowledge of importation processes and import quota is a strong advantage

Proficient in Microsoft Excel; ERP/WMS experience preferred

Good command of English, both written and verbal

Strong analytical, decision-making and problem-solving skills

Able to work independently in a cross-functional and cross-border environment