Customer Service & Logistics Manager

Human Factor is seeking, on behalf of a client in the food manufacturing industry, a Customer Service & Logistics Manager.

About the role

The role will take full ownership of the end-to-end order-to-delivery process, from customer order receipt and invoicing through delivery planning, fulfilment and complaint management.

Leading a team of 11 people across Customer Service, Export Customer Service and Logistics, you will ensure that customers receive the right products, at the right time and at the right cost. You will play a central role in connecting Sales, Production, Warehouse and external logistics partners, ensuring smooth operations, high service levels and continuous improvement.

Key Responsibilities

Team Leadership & Customer Service

• Lead, coach and develop a team of 11 employees across Customer Service (Greece and Exports) and Logistics (route planning and drivers)

• Organise workloads, allocate responsibilities, monitor performance and support the professional development of team members

• Oversee customer order receipt, entry and invoicing, ensuring accuracy and timely processing

• Monitor product availability, shortages and outstanding orders, ensuring proactive communication with customers and the Sales team

• Own the customer complaints and returns process, ensuring cases are recorded, investigated and resolved effectively, in collaboration with Quality and Warehouse teams

Logistics & Delivery Management

• Lead delivery planning and route optimisation for the company's in-house fleet and external carriers

• Ensure on-time, complete deliveries while optimising distribution costs

• Manage relationships with external carriers and logistics providers, monitoring service performance, checking invoices and supporting negotiations in collaboration with the Head of Operations

• Ensure compliance with cold-chain requirements throughout transportation

• Monitor logistics performance and identify opportunities to improve efficiency, service quality and cost-effectiveness

Processes & Continuous Improvement

• Establish and document customer service procedures and Service Level Agreements (SLAs) in collaboration with Sales, including order cut-off times and response times

• Monitor operational KPIs and take corrective actions to improve customer service and delivery performance

• Act as the Operations process owner within the Business Transformation team, actively contributing to ERP/WMS re-engineering and process improvement initiatives

Requirements

• University degree in Logistics, Supply Chain Management, Business Administration or a related field

• At least 5 years of experience in Customer Service, Order Fulfilment or Supply Chain, including team management responsibilities

• Proven experience in delivery planning, route optimisation and managing carriers or outsourced logistics providers

• Good knowledge of ERP systems and strong Excel skills, with the ability to monitor and analyse operational KPIs

• Experience in developing procedures, standardising processes and training team members

• Good command of English, both written and spoken

Additional Qualifications (Nice to Have)

• Experience in the food industry and cold-chain logistics

• Knowledge of HACCP, FEFO and product traceability

• Familiarity with WMS and Business Intelligence tools

• Experience with Entersoft

What company offers

• Annual gross salary of €37,800–€43,400, depending on experience and qualifications

• Annual performance bonus based on individual and team targets

• Ticket Restaurant meal allowance

• Private health insurance