Customer Service Lead

Ideal candidate

• Outstanding organisation skills and the ability to communicate effectively as part of a team and with customers.
• 3+ years in a customer facing Customer Service / Customer Demand Planning / Demand Planning role, with proven line management experience.
• Strong Microsoft Excel knowledge, IT savvy.
• The energy and self-motivation to work within a rapidly growing business that is constantly evolving with changing priorities, with a flexible and can-do attitude.
• Pro-active, identifying issues as or before they arise.
• A track record of influencing and building relationships with internal and external stakeholders.
• Ability to work under pressure, meet targets and deadlines.

About us

itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading grocery business across Europe and beyond. Renowned for its best-in-class food made fresh in every shop every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-in-class healthy food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

D&I statement

itsu [grocery] is committed to building a diverse, equitable and inclusive organisation. We encourage applicants from a wide range of backgrounds to apply for all of our opportunities.

When applying for a role with us, please remove your: full name, name of University/School, address, email address and any photos of you on your CV and covering letter. non-anonymised CVs may not be reviewed.

Scope of role

itsu [grocery] is looking for a Customer Service Lead to join its supply chain team. They will work closely with the Supply Planning, Demand Planning & Sales Teams, alongside our 3PL storage & distribution partners.

• Reporting to the Head of Demand, foster a motivated, proactive, and effective team focused on customer service and communication. Mentor and develop supply chain executives to enhance their skills and performance.
• Collaborate with the Supply & Demand teams to ensure excellent service to customers and visibility of our stock levels both internally & externally.
• Own service levels by accurately tracking and reporting performance internally and externally. Strengthen customer relationships by addressing non-conformances, managing specific requirements, and driving efficiency savings to reduce costs.
• Oversee the order-to-cash process to ensure accurate and timely dispatches, with particular attention on NPD launches, code changes & period end; and debit note resolution. Analyse and manage stock to minimize waste & ensure efficient stock allocation.
• Identify and implement opportunities for automation, standardisation, and continuous improvement across customer order processes. Lead initiatives to improve efficiency and align processes with business goals.
• Build strong relationships with 3PL contacts to ensure excellent service for customers. Work with the Logistics Manager to address underperformance and agree on improvement measures.
• Work with the wider supply chain team to find efficiency savings and reducing cost-to-serve.

What we offer

• Join a successful and high growth food business.
• Central London office, 3 days in the office and 2 days at home
• Competitive salary
• Bonus scheme
• 25 days holiday
• Private Health Insurance
• Company Pension Scheme
• Free itsu lunch
• 50% itsu discount