Team Leader - Customer Service & Order Management

About the role

We are looking for an experienced Team Leader to manage customer service and end‑to‑end order operations. The role requires strong experience in international trading, export and cross‑trade documentation, logistics and order management.

Key responsibilities

• Lead and support the Customer Service and Order Management team, ensuring accountability and adherence to company procedures.
• Manage the end‑to‑end order cycle, from order confirmation through shipment, delivery and closure.
• Handle key customer accounts, escalations and order‑related concerns.
• Coordinate with Sales, Procurement, Logistics, Finance, Warehouse, suppliers, freight forwarders and shipping lines.
• Oversee export and cross‑trade documentation, ensuring accuracy and compliance.
• Monitor order ageing, workload, SLA compliance and team performance.
• Identify shipment delays, documentation gaps and operational risks, taking timely corrective action.
• Ensure compliance with internal processes, controls and approval requirements.
• Recommend process improvements to enhance efficiency and customer service.
• Provide regular management reports on order status, pending issues, team performance and operational risks.

Required profile

• Bachelor’s degree in Business Administration, International Business, Supply Chain, Logistics or a related field.
• Minimum 8 years of relevant experience in international trading, distribution, logistics or an export‑oriented business.
• Previous experience leading a Customer Service or Order Management team.
• Proven experience managing customers across Africa and Europe.

Required skills

• Export procedures
• Cross‑trade documentation
• Logistics coordination
• Shipping documentation
• Order management