Customer Service Team Lead

We are Reckitt

​Supply​

About the role

Mead Johnson Nutrition (MJN) is Reckitt’s specialized, science-led infant and child nutrition business. With over 100 years of pediatric nutrition expertise, MJN is known for its clinical, science-based approach to innovation and its expanding focus on specialized nutrition. Its market-leading brands, including Enfamil and Nutramigen, support early childhood development and lifelong health. MJN operates in over 50 countries and plays a vital role in delivering high-quality nourishment to families around the world. Enfamil is the leading global infant formula brand, and the most recommended by pediatricians in MJN's core markets.

The Customer Service Team Lead is the primary ambassador and owner of our service-level performance, with a special focus on the “in full” component we call PFR (Perfect Fill Rate / Perfect Fulfillment Rate). This role leads the end-to-end customer-facing supply chain organization—covering both the transactional Order Management / Customer Service team and the Customer Logistics group. The Team Lead is accountable for driving best-in-class PFR and overall service results, operational excellence, and continuous improvement while balancing cost-to-serve and supporting commercial growth. The position partners closely with Sales, Supply Planning, Warehousing, Transportation, Finance, and key external customers/brokers to protect and advance our reputation for reliable, complete fulfillment.

Your responsibilities

Ambassador of Service Level & PFR Ownership
• Serve as the company-wide ambassador and single point of accountability for service-level performance, with primary ownership of PFR (the “in full” component of service).
• Define, protect, and continuously improve PFR targets and supporting processes across the order-to-cash and customer logistics continuum.
• Champion PFR visibility, root-cause discipline, and corrective action culture at all levels of the organization and with external partners.
• Represent PFR performance and improvement plans in leadership forums, customer reviews, and cross-functional governance meetings.

Leadership & Team Management
• Lead, develop, and coach a multi-functional team that includes transactional order management / customer service specialists and customer logistics professionals.
• Embed PFR accountability into team goals, coaching, and performance management.
• Build a high-performing culture focused on complete fulfillment, service reliability, and continuous improvement.
• Ensure staffing, cross-training, and capability development to sustain high PFR during volume peaks and promotions.

Transactional Order Management & Customer Service
• Oversee daily order-to-cash operations (order processing, inquiry resolution, changes, expedites, credits, deductions, and invoice accuracy) with a clear mandate to protect and improve PFR.
• Drive adherence to SLAs and standard processes that directly impact complete order fulfillment.
• Monitor transactional drivers of PFR shortfalls and ensure rapid escalation and resolution.

Customer Logistics & Strategic Service
• Own overall customer logistics performance with PFR as the lead metric, alongside OTIF, cost-to-serve, chargeback reduction, and 3PL/carrier results.
• Lead customer collaboration, Joint Business Planning (JBP) logistics components, and QBRs, positioning PFR as a core element of the customer partnership.
• Drive continuous improvement projects that systematically improve PFR (process standardization, inventory visibility, promotional readiness, allocation logic, network/customer-specific solutions).
• Manage or influence 3PL and carrier governance so that partner performance consistently supports PFR goals.
• Develop cost-to-serve insights and recommend service or network adjustments that protect PFR while optimizing cost.

Cross-Functional Partnership & Process Excellence
• Partner with Sales, Demand/Supply Planning, Warehousing, Transportation, and Finance to align priorities, capacity, and processes around PFR achievement.
• Own or influence the design of order-to-cash and customer logistics processes, policies, and tools that enable complete fulfillment at scale.
• Lead projects that reduce exceptions, improve master data, and strengthen end-to-end visibility in support of PFR.

Performance Management & Reporting
• Establish and own the PFR scorecard and related service KPIs.
• Provide clear, actionable reporting and insights to senior leadership on PFR trends, root causes, risks, and improvement progress.
• Foster a data-driven culture that treats PFR as a non-negotiable service commitment.

The experience we're looking for

Qualifications & Experience
• Bachelor’s degree in Supply Chain, Business, Logistics, Operations, or related field required; MBA preferred.
• 8–12+ years of progressive experience in customer service, order management, customer logistics, or supply chain roles within CPG/FMCG.
• Minimum 3–5 years of people leadership experience managing multi-functional teams.
• Proven track record of owning and improving “in full” / fill-rate / complete-fulfillment metrics (PFR or equivalent) at scale.
• Strong experience with ERP/order management systems (SAP preferred), advanced analytics/BI tools, and performance governance.
• Demonstrated ability to influence cross-functional stakeholders and external customers/partners around service commitments.
• Solid financial acumen, including cost-to-serve analysis and linking service decisions to business results.
• Excellent communication, problem-solving, and change-leadership skills.
• Spanish Fluency
• Ability to travel 20% of time, mostly within US.

Preferred Qualifications
• Direct experience managing or significantly improving PFR / perfect fill rate / case-fill performance in a CPG environment.
• Experience with 3PL governance, retailer compliance programs, and joint business planning.
• Background in Lean, Six Sigma, or formal continuous-improvement methods.
• Multi-channel CPG experience (retail, club, foodservice, e-commerce).

This role is the organizational champion of PFR — the person who ensures that “in full” is not just a metric, but a lived standard across teams, processes, and customer relationships.

This role is not currently sponsoring visas or considering international movement at this time.

The skills for success

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognize, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

US salary ranges

US pay transparency

Equality

We recognize that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; color, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.