Leading the delivery of efficient, accurate and customer-focused order management and issue resolution services for customers within the shared service network. The role is accountable for team performance, service outcomes, process optimisation and stakeholder engagement, ensuring high-quality, timely and compliant service delivery across the business.

Key Accountabilities

Support strategies to enhance customer service capability whilst ensuring cost containment.

Apply systems and processes to enhance customer service capability and drive efficiency

Ensure systems and processes serve the best interests of customers within the shared service network and our customer through minimizing cost whilst enhancing customer service.

Develop and implement customer service metrics that assist in managing performance.

Drive team engagement.

Actively seek out opportunities to enhance customer service and supply chain capability through various means and initiatives.

Support and drive lean supply chain techniques.

Instil a mind-set of continuous improvement.





Accountability for all communications distributed via team to customer base.

Accountable for communication to customers within the shared service network relating to KPI’s and escalation of issues on a weekly basis

Accountability for all KPIs relating to cases, calls and errors for all teams (Resolve, Orders, , Orders Admin).

The following accountabilities are common to all positions:
Complete all tasks and duties as reasonably requested by your leader.
Pro-actively seek continuous improvement opportunities within the business.

Health, Safety and Environment (HSE) Accountabilities
Promote and participate in the Safety Management System and develop a proactive safety culture.
Be a role model for working safely and promoting a safe working environment.
Adhere to secure work procedures and systems in consultation with elected OH&S; Representatives and team members.
Proactively contribute to the identification and reso

📌 Share Service (Chennai)
🏢 lactalis india
📍 Chennai