Job Description
Job Title : Customer Service Lead
Job Location: 2 Littledrum Road, Cumbernauld, G68 9LH
Reporting to: Supply Chain Manager
Role Overview
The On Site Customer Service Lead is responsible for performing all administrative tasks and duties required within the Sales & Customer Service department, working collaboratively with functional team members to guarantee the effective and seamless operation of the department. This pivotal role engages closely with both internal and external customers, ensuring that service standards are consistently met and that the customer experience is central to all supply chain activities.
Key Responsibilities
- Lead the Customer Service function, providing guidance and support to colleagues as required to maintain high service standards.
- Must be able to manage a small team onsite and remotely.
- Be the escalation point and have direct customer contact and meetings as required.
- Manage and process customer orders, both manually and via Electronic Data Interchange (EDI) systems, maintaining accuracy and efficiency.
- Act as the main point of contact for the Sales team, facilitating smooth communication and coordination.
- Allocate available stock to customer orders, ensuring timely and accurate fulfilment.
- Prepare and complete export documentation and commercial invoices as required to support international shipments.
- Create shipping manifests and generate pallet labels accurately to accompany outbound shipments.
- Book deliveries to offsite locations, ensuring timely and cost-effective transportation solutions.
- Manage the daily schedule of deliveries and despatches, working with logistics partners to ensure efficiency.
- Complete Goods Received Notes (GRN) for Proofs of Delivery (PODs), maintaining clear and accurate records.
- Support the sales invoicing process as required, ensuring that documentation and procedures are fully compliant.
- Maintain accurate filing systems for all documents related to transactions, supporting audit and compliance requirements.
- Assist in data collection for key metrics, including shortages and dashboard reporting, to support continuous improvement initiatives.
- Proactively alert site management and Sales teams to any transport or warehouse issues that could impact customer deliveries.
- Actively support and participate in the MLOR (Monthly Logistics Operations Review) process.
- Demonstrate proficiency in the use of Microsoft Products, D365, Outlook, Excel and Word, ensuring that all operations are accurately recorded and administered.
Key Skills & Knowledge
- Ability to work calmly and effectively under pressure and to tight deadlines, consistently maintaining the required standards.
- Flexible approach with the ability to adapt to changing demands while maintaining operational efficiency.
- Capable of working independently and safely with minimal supervision.
- Capable of managing a small team.
Ongoing Development Goals
- Strategic thinking and problem-solving capabilities.
- Ability to manage multiple tasks and meet deadlines under pressure.
- Collaborative approach to working with internal teams and external suppliers.
- Commitment to continuous improvement in supply chain processes.
- Strong analytical skills with the ability to interpret data and make informed decisions.
Support Available
- Regular one-on-one meetings with your manager to review progress and discuss any areas requiring additional support or resources.
- Opportunities for continuous professional development and skill enhancement if desired.
Work Hours:
- Full-time - On Site: 40 hours per week.
- Monday to Friday: 9:00 AM to 5:00 PM Friday 8:00 AM to 4:00 PM
Signed:_____________________________________________
Print Name:_________________________________________
Date:_______________________________________________
Manager:__________________________________________
June 2026
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