Customer Service & Order Management Team Leader

A leading global company in the field of logistics and supply chain requires a Customer Service & Order Management Team Leader.

The role includes managing a team engaged in order management, quotations, and ongoing customer service, and serves as a central interface between customers and the operations, procurement, logistics, and supply chain departments.

Responsibilities

• Professional and personal management of the Customer Service / Order Management team.
• Responsibility for the team's workflows, from receiving an order or quotation request until delivery.
• Managing ongoing contact with customers and providing responses regarding orders, prices, statuses, delivery dates, and exceptions.
• Monitoring the handling of orders, quotations, and Sales Orders in the company's systems.
• Responsibility for meeting service targets, response times, delivery dates, and KPI.
• Monitoring the quality and accuracy of data in the ERP systems.
• Identifying gaps, errors, and deviations in ordering, pricing, and delivery processes and leading solutions.
• Ongoing work with procurement, operations, logistics, finance, and supply chain departments.
• Monitoring open orders, delays, and shipments, including handling urgent orders.
• Responsibility for the quotation and pricing process in accordance with procedures and customer requirements.
• Data analysis, report generation, and monitoring of team and process performance.
• Advanced work in Excel and ERP systems for the purpose of data analysis, monitoring, and control.
• Identifying bottlenecks and opportunities for process improvement and implementing solutions.
• Training, mentoring, and onboarding new employees to the team.
• Working with global interfaces in Israel and abroad.

Direct absorption as a company employee under appropriate conditions, including a hybrid work model, company car, and Keren Hishtalmut.

Job Requirements

• Previous experience in managing a Customer Service / Order Management / Sales Operations / Supply Chain team.
• Approximately 5 years of experience in operational customer service, order management, or supply chain roles.
• Experience working with customers and multiple interfaces within an organization.
• Experience working with ERP systems.
• Very high proficiency in Excel, including Pivot Tables, Lookup formulas, and Power Query – a significant advantage.
• High analytical ability and experience working with reports and KPI.
• Very good English level – reading, writing, and speaking.
• High ability to manage multiple tasks simultaneously, prioritize, and work in a dynamic environment.
• Excellent interpersonal skills, service orientation, and the ability to drive employees and processes.