Job description

Overview Lead and develop a team of Import/Export coordinators, ensuring consistent, high-quality execution of customer operations across markets. The role is accountable for delivering service excellence through standardised processes, strong performance management, and effective escalation of risks, while acting as the operational interface between customers and other stakeholders. Responsibilities Lead and develop a high-performing team of Import/Export Coordinators, driving clarity on priorities, workload management, and consistent execution against service standards Oversee day-to-day Export operations (forecast capture, order processing, and execution), ensuring accuracy, timeliness, and alignment to defined processes Act as primary escalation point for operational issues, including order delays, supply constraints, and delivery risks; ensure timely resolution or escalation Ensure accurate system execution of customer forecasts, orders, and master data to support effective downstream planning and fulfilment Drive process adherence and standardisation, embedding best practices across markets and ensuring consistency in ways of working Coordinate cross-functionally (Logistics, Planning, Quality, Procurement) to resolve operational issues and maintain service continuity Support disruption management, ensuring structured escalation, clear communication, and disciplined execution during supply or logistics challenges Lead performance management routines, using KPIs, scorecards, and daily/weekly reviews to track service, identify issues, and drive corrective actions Provide operational reporting and insights, highlighting trends, risks, and improvement opportunities to senior stakeholders Ensure compliance with GCS, SOX, and control frameworks, maintaining strong governance, documentation, and audit readiness Champion continuous improvement and automation, driving efficiency, reducing manual effort, and supporting scalable GCC operations Qualifications Essential Criteria – Knowledge and Experience Required Third-level qualification in Supply Chain, Business, Engineering, or a related discipline. Proven experience leading customer service or supply chain operations teams in a complex, global environment Strong understanding of order management, logistics, and execution processes Track record of driving performance through KPIs and structured management routines Experience managing escalations and operating in high-pressure environments Proficiency in SAP and reporting tools, with strong data discipline Excellent stakeholder and people leadership skills Ability to drive standardisation, continuous improvement, and operational efficiency Additional Desired Experience Experience managing customers or supply chains in volatile or high-risk geographies, including logistics constraints, regulatory complexity, or frequent demand variability. Experience in driving service improvement, enhancing forecast discipline, or implementing cost-to-serve initiatives. Familiarity with export documentation, regulatory, or trade compliance. A resilient, calm, and pragmatic leadership style with the capacity to balance empathy for customers and teams with robust supply chain governance.