Customer Service Team Lead

About Valeo Foods Ireland

Our mission, at Valeo Foods Ireland, is simple yet powerful: to make every day moments taste better. We believe that great food has the power to create memories, bring people together, and transform an ordinary day into something special. This philosophy drives everything we do, from sourcing the finest ingredients to perfecting every recipe and product. In today’s fast-paced world, what we eat matters more than ever.

The story of Valeo Foods Ireland is really a story about heritage.

In 2010, something significant happened. Two successful Irish food businesses, Origin Foods and Batchelors, came together to form Valeo Foods. The ambition was simple but powerful: bring together some of Ireland's best-loved food brands and build a business capable of preserving their heritage while preparing them for the future.

Over the years that followed, the business grew. New brands joined the family. Historic names such as Jacob Fruitfield, Robert Roberts, and Kelkin became part of the Valeo story. Yet despite acquisitions, expansion and international growth, the Irish heart of the business remained unchanged.

What makes our story exciting is not the corporate milestones. It is the people.

The mill workers who have spent decades ensuring that every bag of flour meets the highest standards. The food technologists creating products for new generations. The sales teams serving communities north to south, east to west. The hundreds of employees whose work touches more than a million Irish homes every day. Their contribution is often unseen, yet it forms the foundation of countless family moments.

Today, the business stands as one of Ireland's most significant food companies, built upon generations of trust and quality. Its brands have survived economic change, evolving consumer habits and changing ownership structures because they occupy a special place in Irish homes.

And so the story of Valeo Foods Ireland is not really about food at all. It is about connection. It is about the small moments that become lasting memories.

The Role

Due to internal restructuring, Valeo-Foods Ireland are now seeking an experienced and commercially focused Customer Service Team Leader to lead a team of CSA's in day to day management of the delivery of class leading service to the FMCG industry. Reporting to the Supply Chain Manager, the successful candidate will be solutions driven, understands the need for constant improvement, and functions well in a changing environment. The Customer Service Team Leader is responsible to lead the team to manage order fulfilment and the wider customer service activities.

What You will Do…

• Working closely with the Supply Chain Manager, lead and develop the Customer Services team to ensure OTIF SL achievement of minimum of 98.5% for total business.
• Daily management and review of KPI's and metrics, developing new ways of working and developing short term target setting to enhance productivity and performance.
• Work closely with commercial, supply and demand planning for the daily management of outbound orders and aligned daily and weekly communication internally and externally.
• Management of day to day operations and problem solving with your team and departments, with consideration of supply, service, operational, and logistical requirements.
• Implement the use of Exceedra reports within the department and develop customer engagement for review of future forecasts where trends differ to forecast.
• Work closely with commercial for customer specific requirements.
• Manage all SL reporting for all stakeholders and conduct weekly collaborative SL meetings internally and with main 6 customers.
• Manage, coach, and develop CSA's to ensure quality and productivity targets are achieved, as well as overall development for all customer service executives, with the goal of retention & succession.
• Conduct regular 1-2-1 and team meetings with your team to maintain focus and motivation
• Manage your team through phases of change and know how to display motivating and encouraging behaviours.
• Establish and build strong internal and external customer relationships.
• Liaising with other Managers/Teams/Departments & customers as appropriate.

What You will Have…

• Proven track record of success in a customer operational role within FMCG, ideally a mix of inbound and outbound operations
• Driven, fast paced and resilient
• Evidence of system development and process improvement
• Management of people across different disciplines
• A proven track record driving teams to achieve and exceed revenue & KPI based targets, with the ability to focus on short and long-term objectives
• To be solutions driven, understands the need for constant improvement, and functions well in a changing environment
• To be able to demonstrate high levels of maturity, empathy, confidence and credibility to all areas and levels within the business
• Proficient knowledge of CRM systems, MS Office tools and relevant software applications
• Level 8 degree in management or related discipline or training in team leading.

Who You are…

• Results Driven with a collaborative style and positive attitude
• Treats colleagues and customer with respect and is always honest in all interactions
• Demonstrate agility by being flexible and open to change
• Ability to clearly explain work being performed to stakeholders
• Contribute to overall team performance, including support and assistance to other team members
• Focused individual with ability to drive personal, team and business growth and maximise opportunities with customers

How We Look After You…

At Valeo Foods Ireland we look after our employees with an impressive total rewards package on top of your basic salary. As well as working in a dynamic and exciting environment you will also receive:

• Valeo Foods DC Pension scheme with 6% employer contribution and 5% employee contribution
• Eligible to participate in the Company's performance related bonus scheme
• Employee Healthcare discount
• Discounted Staff Shop
• Maternity and Paternity leave packages after 2 years of service
• Employee Assistance Programme (EAP)
• Cycle to Work and Travel Pass tax saver Scheme
• Specsavers Contribution