Customer Service Team Lead

Reckitt•Parsippany-Troy Hills, NJ

3d•$161,000 - $241,000•Hybrid

About The Position

The Customer Service Team Lead is the primary ambassador and owner of service-level performance, with particular accountability for PFR (Perfect Fill Rate / Perfect Fulfillment Rate), the “in full” component of service. The role leads the end-to-end customer-facing supply chain organization, including transactional Order Management / Customer Service and Customer Logistics. It is accountable for improving PFR and overall service results, operational excellence, and continuous improvement while balancing cost-to-serve and supporting commercial growth. The role partners with Sales, Supply Planning, Warehousing, Transportation, Finance, and external customers and brokers to support reliable, complete fulfillment. Mead Johnson Nutrition (MJN), Reckitt’s specialized, science-led infant and child nutrition business, operates in over 50 countries. Its brands include Enfamil and Nutramigen, and its work focuses on delivering high-quality nourishment to families. The role is the organizational champion of PFR, ensuring complete fulfillment is embedded as a standard across teams, processes, and customer relationships. Travel is expected 20% of the time, mostly within the US. The role is not currently sponsoring visas or considering international movement.

Requirements

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

Nice To Haves

MBA.
Direct experience managing or significantly improving PFR, perfect fill rate, or 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 across retail, club, foodservice, or e-commerce.

Responsibilities

Serve as the company-wide ambassador and single point of accountability for service-level performance, particularly PFR.
Define, protect, and continuously improve PFR targets and supporting processes across order-to-cash and customer logistics.
Promote PFR visibility, root-cause discipline, and corrective action with internal teams and external partners.
Represent PFR performance and improvement plans in leadership forums, customer reviews, and cross-functional governance meetings.
Lead, develop, and coach a multifunctional team of order management / customer service specialists and customer logistics professionals.
Embed PFR accountability in team goals, coaching, and performance management; build a high-performing culture centered on fulfillment, reliability, and continuous improvement.
Ensure staffing, cross-training, and capability development to sustain PFR during volume peaks and promotions.
Oversee daily order-to-cash operations, including order processing, inquiry resolution, order changes, expedites, credits, deductions, and invoice accuracy.
Drive adherence to SLAs and standard processes that affect complete order fulfillment; monitor transactional causes of PFR shortfalls and ensure timely escalation and resolution.
Own overall customer logistics performance, including PFR, OTIF, cost-to-serve, chargeback reduction, and 3PL/carrier results.
Lead customer collaboration, logistics components of Joint Business Planning (JBP), and QBRs, positioning PFR as a core part of customer partnerships.
Drive improvement projects that improve PFR through process standardization, inventory visibility, promotional readiness, allocation logic, and network- or customer-specific solutions.
Manage or influence 3PL and carrier governance to support PFR goals.
Develop cost-to-serve insights and recommend service or network adjustments that protect PFR while optimizing cost.
Partner with Sales, Demand/Supply Planning, Warehousing, Transportation, and Finance to align priorities, capacity, and processes around PFR.
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.
Establish and own the PFR scorecard and related service KPIs.
Provide senior leadership with actionable reporting and insights on PFR trends, root causes, risks, and improvement progress.
Foster a data-driven culture that treats PFR as a non-negotiable service commitment.