Customer Services Team Leader - EUES

Griffith Foods is the caring, creative product development partner helping food companies meet the evolving needs of consumers while sustaining the planet. As a family business founded in 1919 and headquartered in Alsip, Illinois USA, Griffith Foods is known for true, collaborative innovation guided by their Purpose of "We Blend Care and Creativity to Nourish the World". The company's product capabilities range from seasonings and marinades to coating systems and sauces that are better for people and better for the planet. For more information, visit www.griffithfoods.com.

As a Customer Service Team Leader, you will lead our Customer Service Coordinators across several countries and ensure best‑in‑class service delivery. You will build a high-performing team, guarantee flawless execution, and transform customer service into a driver of long-term customer satisfaction, loyalty and business growth.

What you will do?

1. Team Leadership & People Development

• Lead, coach, and support the Customer Service Coordinators.
• Set goals, monitor KPIs, conduct performance reviews, and support development plans.
• Foster a safe, positive, and motivating team environment.
• Organize training sessions and ensure proper onboarding for new team members.
• Manage team schedules to guarantee full coverage of customer activities.
• Act as backup for other Team Leaders when needed.

• Oversee the full order‑to‑delivery process: item creation, order entry, shipping, returns, and credit notes.
• Ensure accurate, timely deliveries with all required documentation.
• Act as primary escalation point for the countries under your responsibility.
• Maintain strong customer relationships and ensure high satisfaction levels.
• Collaborate with Sales/KAM to ensure commitments are met.
• Participate in customer meetings to review performance and identify improvements.
• Manage your own customer accounts - leading by example.

• Work closely with Sales, Supply Chain, Manufacturing, Finance, and Compliance to deliver a seamless customer experience.
• Contribute to process optimization using data, insights, and customer feedback.
• Monitor and report on service KPIs (incl. OTIF, accuracy, satisfaction).
• Promote safety, compliance, and operational excellence across the team.

• Bachelor's degree in Business, Supply Chain, or equivalent.
• 5+ years of experience in Customer Service or Order Management, including 3+ years in a leadership role, ideally in Food B2B industrial environment.
• Strong communication and interpersonal skills.
• Ability to manage complex situations with clarity and empathy.
• Solid command of ERP systems and Microsoft Office.
• Fluent in English and Spanish. French or Italian is an advantage.
• Team‑oriented, flexible, structured, and customer‑centric.

• A leadership role with direct impact on customer success and retention.
• International scope and strong cross-functional exposure.
• Opportunity to shape customer service execution and ways of working, not just run daily operations.
• A performance-driven environment that values ownership, collaboration and continuous improvement.
• Solid platform for further leadership growth within an international FMCG organisation.