Customer Service Team Leader

• *Role Summary**
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MP\&L and Customer Service Team Leader is responsible for executing and continuously improving MP\&L (Materials Planning \& Logistics) operations within MHXX. The role ensures alignment with global supply chain strategies while driving operational excellence in forecasting, inventory management, logistics planning, and customer service. This position plays a key role in enabling end\-to\-end supply chain visibility, optimizing service levels. The role requires cross\-functional collaboration with key internal and external stakeholders, including GBTS, Customer Service, and 3PL providers, to drive operational efficiency, innovation, and customer satisfaction

• *Main Tasks**
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• *Strategy \& Continuous Improvement**

• Define and execute the MP\&L strategy for MHXX in alignment with global supply chain and business priorities.
• Drive continuous improvement and innovation across all MP\&L processes to enhance efficiency, reduce costs, and improve service levels.

• *Inventory \& Performance Management**

• Develop and implement inventory strategies for MHXX Distribution Centers.
• Drive prioritization and escalation processes for inventory\-related challenges and ensure timely execution of mitigation measures.
• Establish robust systems for tracking backorders and executing recovery plans to meet customer commitments.

• *End\-to\-End Supply Chain Execution**

• Implement and manage End\-to\-End (E2E) control towers to monitor and enhance delivery performance in MHXX.
• Align supply chain operations with supplying plants, ensuring seamless coordination of inventory flow and fulfillment.
• Collaborate with the Distribution and Transportation Team to synchronize forecast\-to\-DC processes and optimize distribution strategies.
• Partner with GBTS (Global Business \& Technology Solutions) to ensure seamless integration of technology solutions for data processing, customer service, and other shared services.
• Cooperation with the BU / Sales and implementing/adopting global standards.

• *Customer Service \& Stakeholder Management**

• Lead the Customer Service team to drive customer\-centric strategies, ensuring timely order fulfillment and proactive communication.
• Develop and implement service level agreements (SLAs) for Customers, Suppliers (both, internal and external) and other functional departments.
• Manage operational relationships with 3PL providers and participate in Business Reviews to ensure service levels and operational efficiencies are met.

• *Planning \& SIOP Management**

• Lead forecasting, inventory management and logistics planning processes, ensuring its alignment with financial and operational goals.
• Facilitate and actively contribute to the SIOP (Sales, Inventory \& Operations Planning) process by coordinating cross\-functional inputs from Sales, Marketing, and Operations.

• *Digitalization \& Data Integrity**

• Ensure the integrity of data processing and intake to enable accurate forecasting, planning, and reporting.
• Utilize advanced analytics to identify trends, risks, and opportunities for continuous improvement.

• *Performance \& Reporting**

• Monitor key performance indicators (KPIs) and provide regular updates to senior leadership on supply chain performance.

• *Leadership \& Organizational Development**

• Lead, develop, and mentor a multidisciplinary team, including SIOP/Replenishment Planners, Customer Service representatives, Analysts, and IT Project Managers.
• Foster a culture of accountability, innovation, and excellence within the team. Build organizational capability through succession planning, skills development, and cross\-functional collaboration.
• *Job Requirements (Qualifications, Skills, Experience, Competencies)**
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Qualifications

• Bachelor’s degree or comparable qualification in Business Administration or Industrial Engineering with a Logistics focus
• Masters level Qualification will be an added advantage.

Functional Skills

• Material Planning and standard implementation (process lead as an advantage)
• Multiple Project Management \& Implementation including digitalisation and customer onboarding
• Proven Experience in driving results improvement

Experience

• A minimum of 5\+ years of experience in supply chain, logistics, or operations roles with team management experience
• Proven expertise in inventory management, customer service integration, and end\-to\-end supply chain operations.
• Experience in managing partnerships with technology providers (GBTS) and customer service organizations in a global setting.
• Strong financial and business acumen with the ability to translate operational strategies into measurable results.
• Proficiency in supply chain management systems, ERP platforms, and data analytics tools.

Competencies

• Strong proficiency with Microsoft Suite, particularly Excel and PowerPoint
• Strong verbal and written communication
• Analytical thinking \& problem solving
• Willingness to stay updated with the latest market trends and customer demands