Customer Service Team Leader

The Practical Detail
Location: Katowice Szopienice office
Working model: Hybrid (3 days office + 2 days remote)
Contract type: Permanent

Why this role matters
In your first year as Customer Service Team Leader, you will lead your team to deliver high-quality, timely service to our customers in the DACH region, ensuring operational excellence and continuous improvement. This role is crucial for maintaining smooth order management and customer satisfaction, directly impacting Flora Food Group’s ability to provide better food solutions to kitchens across Europe. You will balance people leadership with operational performance, driving corrective actions and fostering collaboration across Sales, Planning, and Logistics. Your work ensures that our culinary essentials—taste, nutrition, functionality, and reliability—reach consumers without disruption.

What you'll do

• Lead, coach, and develop a team of seven Customer Service professionals, conducting regular one-to-ones, team
  meetings, and performance reviews to build capability and accountability. 
• Monitor and drive key Customer Service performance indicators, ensuring effective workload distribution and high service quality. 
• Act as the escalation point for complex customer and operational issues, coordinating resolution across multiple
• Performs operational activities where required, particularly during peak workload, complex situations, capacity constraints, or business-critical issues.
• Actively participates in risk mitigation and product-availability management, monitors inventory low Days on Hand, shortages, product availability and delivery risks.
• Works with Demand Planning, Production Planning, Logistics, Transport, Quality, Sales, and other stakeholders to identify and execute mitigation actions.
• Monitors KPI as well as to identify and implement process improvements and automation initiatives to increase efficiency and reduce manual workload.

Performance
You will own the Customer Service team’s operational performance, using data to identify gaps and drive corrective actions that improve service delivery. Success will be measured by meeting key performance indicators such as timely order processing, customer satisfaction, and operational efficiency. Your leadership will ensure the team adapts quickly to changing priorities, delivering results that support Flora Food Group’s growth and market presence.

Care
This role reports to the Customer Service Manager and leads a team of seven direct reports. You will foster a culture of accountability, collaboration, and continuous learning, supporting onboarding, training, and succession planning. Working closely with cross-functional teams, you will ensure decisions are sustainable and aligned with long-term business goals, doing the right thing for customers, colleagues, and communities.

Passion
You will bring a genuine interest in food and customer experience, understanding how operational excellence supports the delivery of better food to kitchens. Your curiosity about process innovation and automation will help raise the bar for service reliability and functionality. You take pride in your craft, knowing that your team’s work directly contributes to the quality and availability of food products that nourish people every day.

About you
You have proven leadership experience or readiness to lead a team, combined with solid expertise in Customer Service or related supply chain operations. You are comfortable working with data and KPIs to drive performance and have strong communication skills to manage escalations and stakeholder relationships. Your ability to prioritize, delegate, and coach others will help you balance operational demands with people development. Fluency in English and German is essential. You are solution-oriented, take ownership, and communicate clearly even when priorities shift.

You are genuinely interested in food culture and curious about how consumer behaviour and future food trends shape innovation. You understand that strong brands are built by anticipating what’s next in taste, nutrition and functionality, and by translating insight into meaningful consumer experiences.

Where this could lead to
This role typically leads to broader leadership positions within Customer Service or Supply Chain management, where you can influence larger teams and cross-functional strategies. Over time, you may take on roles with greater scope in operational excellence or customer experience, shaping how Flora Food Group delivers value across markets.

What's next
If this opportunity sounds exciting, we'd love to hear from you.

Apply before: 26-Nov-2026

For questions about the role, please contact:
Marie Mantel
[email protected]