Customer Service & Export Team Leader

Position: Customer Service & Export Team Leader (Permanent)
Global Manufacturing

We are working with a global manufacturing organisation to recruit a Customer Service & Export Team Leader. This is a hands-on leadership role responsible for overseeing international customer service, logistics, and export operations, while leading and developing a specialist team.

The role combines operational delivery with people leadership, ensuring high service levels, strong customs compliance, and effective coordination across global markets.

KEY RESPONSIBILITIES

Customer Service Operations

Lead the day-to-day customer service and export operations, maintaining direct contact with customers and internal stakeholders.
Oversee the customer complaint management process, including delegation, follow-up, and corrective actions.
Provide functional cover for customer service and export activities as required.

Logistics & Export

Support the appointment and management of freight forwarders and logistics partners.
Arrange export certification, documentation, and commissions.
Manage and coordinate customs processes and export procedures across global markets, ensuring full regulatory compliance.

Pricing Support

Support pricing enquiries within defined parameters and escalate where required.
Maintain accurate pricing records within the ERP system.

Global Customer & Account Support

Prepare and support customer contracts, applying knowledge of Incoterms, customs requirements, and international trade terms.
Provide operational support to locally managed global customer accounts.

Team Leadership

Lead, motivate, and develop the customer service and export team.
Support recruitment, onboarding, training, and ongoing development of team members.
Conduct performance reviews and support individual development plans.
Promote a collaborative team environment with shared accountability and continuous improvement.
Act as a visible and trusted point of contact for both internal teams and customers.

Cross-Functional Communication

Maintain effective communication with global and regional managers, sales teams, and agents.
Ensure strong two-way communication between customer service and other internal departments.

Quality, Compliance & Company Values

Support and maintain relevant ISO procedures and internal processes.
Act as the primary point of contact for trade compliance matters, including export controls and customs procedures.
Apply working knowledge of trade finance instruments such as letters of credit, export finance, guarantees, and advance payments.
Actively promote the company's Safety-First culture, core values, and code of conduct.

REQUIRED QUALIFICATIONS

University or college degree in a relevant discipline (Business, Customer Service, Logistics, or similar), or equivalent professional experience.

EXPERIENCE & SKILLS

5+ year's experience in a customer service, export, logistics, or trade compliance environment.
Proven experience in a team leader or senior coordinator role.
Strong knowledge of customs, export controls, and international trade compliance.
Excellent written and verbal communication skills.
Strong commercial awareness and problem-solving ability.
Continuous improvement mindset.
Proficient in Microsoft Office and ERP systems.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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