Order Fulfillment & Customer Service (CS) Team Leader

Essential Duties and Responsibilities

• Order Fulfillment Coordination

  • 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.

   

  Customer Service 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.

   

  Process Improvement & Transformation

  • 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.

Keys to Success

• 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.

   

Supervisory Responsibilities

• 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

Requirements and Preferred Skills

• 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