Customer Service Lead - Denmark

Job Title: Customer Service Team Leader – Rest of World Team

Location: Assens, Denmark

Work Type: Full-Time

About the Role

Join our Planning & Fulfilment team as a Customer Service Team Leader for Rest of World, where you’ll support our business in delivering products worldwide efficiently and on time. Customer Service is a cornerstone of STG's integrated end-to-end supply chain. In STG’s consumer-centric approach, the true value lies in customer experience. You will be part of the Planning & Fulfilment team and report directly to the Customer Service Senior Manager.

This position involves leading an international Customer Service team to ensure that daily order management meets demand and service standards by fostering a collaborative work environment. Responsibilities include troubleshooting, supporting team performance, and actively contributing to process improvements. This role plays a key part in STG’s consumer-focused strategy by delivering customer experiences aligned with organizational objectives and financial targets in an international context.

Responsibilities

Lead an international Customer Service team to execute daily order management, fulfill demand, and achieve service levels
Identify opportunities to improve service quality, drive continuous improvement, and foster innovation within the team
Collaborate closely with planning and commercial teams
Coordinate with stakeholders to manage demand and supply exceptions, escalating issues as necessary, while serving as the primary point of contact
Monitor key metrics, including service levels (adherence to SLAs and finished goods availability) and order fulfillment (OTIF)

Skills and Experience Required

Master’s or Bachelor’s degree in Supply Chain preferred
Minimum of 3 years of customer service experience
Proven experience in team leadership and management
Background in working with international companies and collaborating across multiple locations
Knowledge of ERP systems, including SAP; proficiency with BI tools is an advantage
Willingness to contribute ideas and engage in daily operations
Strong business acumen with analytical and results-oriented abilities
Excellent planning and organizational skills with a proactive approach to change and improvement
Proficiency in English (written and spoken); Danish, Dutch, German, or French language skills are an asset
Primary workplace: Assens, Denmark, with occasional travel to Waalre to visit part of the team

What’s on Offer?

You will receive a comprehensive compensation package. Our benefits differ across regions, and our recruiting team will provide more details during the process.

Our Hiring Process

Before entering the hiring process, your application will be reviewed by our recruiting team. Applications are assessed against the key competencies required for the role. If your experience aligns, the process will consist of the following stages:

Recruiter Screen
Hiring Manager Interview
Leadership Interview

Please be informed that this Direct Search is conducted exclusively by Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.