Customer Service Team Leader
Location
Job Type
Salary
Closing Date
We are recruiting for a Customer Service Team Leader who will lead our frontline service team and ensure our customers receive a first-class experience, every time.
This is a key leadership role within our customer-facing operations. You’ll be responsible for the day-to-day management of the customer service team, ensuring all incoming orders, enquiries, and issues are handles efficiently and with care. This role requires a strong communicator who can build relationships across the business, with customers and with logistics partners to ensure smooth order fulfilment and customer satisfaction.
Key Responsibilities
Team Leadership:
- Supervise and support a team of customer service representatives
- Provide daily guidance, coaching, and performance feedback
- Foster a positive, proactive, and supportive team environment
- Set clear objectives and ensure delivery of KPIs and service standards
Customer Focus:
- Act as a point of escalation for complex or sensitive customer queries
- Maintain excellent relationships with key retail, wholesale, and foodservice clients
- Ensure accurate order processing and proactive communication around fulfilment or delays
- Represent the Ehrmann Cornish Dairy brand with warmth and professionalism
Coordination and Efficiency:
- Liaise closely with production planning, logistics, and sales to ensure OTIF (On Time In Full) delivery
- Monitor daily order volumes and adjust priorities as needed
- Recommend and implement process improvements to enhance customer service workflows
- Ensure all customer interactions comply with internal policies and food industry standards
Reporting and Insight:
- Produce regular reports on team performance, customer feedback, and service trends
- Identify root causes of recurring issues and suggest preventative actions
- Support the integration of new systems and tools to improve team efficiency
Qualifications & Skills
- Minimum 2 year’s experience in a team leader or senior customer service role
- Experience within FMCG, food manufacturing, or dairy highly desirable
- Confident communicator with strong problem-solving skills
- Proficient in Microsoft Office and CRM/ERP systems (SAP, Excel, Word, PowerPoint etc)
- Organised, detail-oriented, and calm under pressure
- A team player with natural leadership qualities
- Positive, solution-driven, and customer – focused
- Flexible and able to adapt to a fast-changing environment
- Passionate about delivering great service
Company Overview
At Trewithen Dairy, we’re proud of our county, our past and the generations who brought us here, but the future is our inspiration. We transform 150 million litres of the highest quality milk into the most delicious dairy products using natural ingredients. “Delicious Dairy. Done Right.”
Our commitment to excellence and sustainability fuels our ambition to not just lead but transform the dairy industry. Supported by 250 passionate staff and 35 local family farms, we champion a thriving, forward-looking workplace that fosters growth, innovation, and celebrates our award-winning products.
What We Offer
- A creative and collaborative work environment where your ideas are valued, and your contributions are recognised.
- Opportunities for professional development and growth within the company.
- Competitive salary and benefits package.
- A supportive team that is committed to achieving excellence and delivering outstanding results.
- Competitive holiday allowance.
- Free award-winning products, you’ll never run out of milk and clotted cream again.
- Company events, including a company BBQ cooked by the senior team, throughout spring and summer.
- Local discounted gym membership at Snap Fitness.
Other Job Roles
Looking for a job with us?
Don’t have everything mentioned on the job spec? Don’t worry we understand it’s difficult to tick all the boxes. We are keen to hear your experiences and how we could work together. Attitude and willingness to learn are the most important!