Customer Support & Transportation Team Lead

Your role and responsibilities

In this role, you will have the opportunity to lead a team of specialists to manage and coordinate end‑to‑end customer operations, including customer support, order handling, invoicing, and transportation activities. You will ensure seamless execution from customer inquiry through delivery and documentation, maintaining high service quality and meeting customer expectations. You will define, implement, and improve customer operations and transportation strategies, ensuring reliability, on‑time delivery, and alignment with business standards. You will also drive continuous improvement initiatives to enhance operational efficiency, strengthen customer satisfaction, and optimize processes in close collaboration with cross‑functional stakeholders.

The work model for the role is: #Lihybrid

This role is contributing to the Strategic Supply Unit, MOIM.

You will be mainly accountable for:

• Leading a team of experts responsible for end-to-end customer operations and transportation activities, ensuring seamless execution from customer inquiry through order handling, delivery, invoicing, and issue resolution
• Ensuring achievement of key performance targets, including on-time delivery, transportation reliability, customer satisfaction, and operational KPIs, by monitoring performance and driving corrective actions
• Overseeing customer support, order handling, and back-end processes, including invoicing, credit notes, and documentation, ensuring accuracy, compliance, and timely execution
• Acting as the primary escalation point for customer-related operational issues, ensuring effective resolution of order, delivery, transportation, documentation, and compliance-related topics
• Leading transportation management activities, including forwarder performance follow-up, ETA reliability, exception handling, and collaboration with internal and external logistics partners
• Ensuring proper handling of trade compliance, tax, and customs-related topics, including export documentation, Incoterms alignment, and coordination with Finance, Tax, and Trade Compliance to secure compliant outbound flows
• Driving continuous improvement initiatives, enhancing operational efficiency, reducing manual work, and improving customer experience and process reliability
• Building strong collaboration across Planning & Fulfilment, Logistics, Finance, Trade Compliance, and Local Sales Units, ensuring alignment and transparency across end-to-end processes

Qualifications for the role

• Minimum 7 years of experience in customer support, planning & fulfilment, logistics, or order management, preferably including team leadership responsibilities.
• Strong knowledge of customer operations, order-to-delivery processes, and supply chain management in an industrial or manufacturing environment.
• Experience working with ERP and operational systems (e.g. SAP, SFDC) as well as data analysis tools.
• Knowledge of transportation, export, and order execution processes, including customs regulations, Incoterms, tax implications, and trade compliance requirements.
• Strong problem-solving, communication, stakeholder management, and cross-functional collaboration skills.
• University degree in Supply Chain Management, Business Administration, Logistics, or a related field, or equivalent professional experience.
• Fluent English, both written and spoken.