Order Fulfillment & Customer Service (CS) Team Leader

Order Fulfillment & Customer Service (CS) Team Leader

Manage daily order fulfillment operations, ensuring OTIF (On-Time-In-Full) performance. Lead and supervise the fulfillment coordination with the team. Monitor KPIs (order cycle time, fulfillment rate, logistics cost) and investigate performance gaps. Collaborate with logistics and warehouse functions to resolve bottlenecks. Analyze root causes of late deliveries or fulfillment errors; implement corrective actions. Approve high-value or priority orders for release. Drive cost optimization and process reliability in fulfillment. Report fulfillment performance regularly to leadership.

Lead and develop the customer service team to deliver consistent, high-quality support. Define and track KPIs (response time, case resolution, service level compliance). Oversee daily/weekly team huddles, performance coaching, and workload allocation. Handle customer escalations, disputes, and priority order approvals (incl. pricing/credit blocks). Align with commercial and supply chain stakeholders on priorities. Ensure compliance with internal policies and standards in CS processes. Review CS reports, customer feedback, and identify service improvements. Prepare and present monthly CS performance reports to leadership.

Identify bottlenecks across both fulfillment and customer service workflows. Use analytical tools (Excel, Power BI, dashboards) to monitor service and fulfillment KPIs. Balance "performing while transforming": deliver daily operational excellence while leading step-change improvements. Implement cross-functional initiatives with Supply Chain, Commercial Team, and Finance to optimize order-to-cash.

Beyond the core responsibilities, the successful candidate will demonstrate: Operational Discipline: Consistently delivers accurate, on-time fulfillment in high-volume environments. Process Improver: Proven ability to analyze root causes, implement corrective actions, and drive efficiency gains. Manufacturing Experience: Understands supply chain processes, warehouse coordination, and customer expectations in industrial/manufacturing settings. Resilient Leader: Comfortable managing stable, manual-heavy operations while maintaining team morale. Customer Orientation: Balances cost, service reliability, and customer satisfaction. Collaborative Mindset: Works effectively with Supply Chain, Commercial Team, and Finance in a matrix reporting environment. Data-Driven: Uses KPIs, dashboards, and analytics to improve transparency and decision-making.

Acts as a resource for other team members; may lead projects with limited risks and resource requirements. Acts as a resource for colleagues with less experience.

Must-Have: Bachelor's degree in Business, Supply Chain, or related field. 5+ years' experience in order fulfillment, customer service, or supply chain within a manufacturing/industrial company. Experience leading or supervising a team in fulfillment or CS. Strong ERP (SAP, Oracle, QAD) and Excel/Power BI skills. Fluent in Korean; working English proficiency.

Preferred: Multinational company experience. Knowledge of logistics, warehousing, and export/shipping documentation. Familiarity with Lean/Six Sigma or other continuous improvement tools.

LEADERSHIP/SUPERVISORY RESPONSIBILITIES: Yes

TRAVEL: Not Required

WORK ENVIRONMENT: Office