Interim, Divisional Customer Service & Logistics Manager

Biocatalysts Ltd; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global bioproduct company based in Cardiff is seeking a Customer Service and Logistics Lead for a 9–12 month maternity cover. This role will develop and implement customer service processes across multiple sites, focusing on improving customer experience and operational efficiency. Responsibilities include leading a diverse team globally, managing order processes, ensuring compliance with international trade, and escalating key risks. The ideal candidate will have experience in logistics and customer service excellence.

Responsibilities

• Lead team of 7 team members located globally.
• Drive continuous improvement and standardisation of order to ship process.
• Manage customer satisfaction through complaints and performance metrics.
• Ensure timely shipping of orders to meet business plans.
• Own the customer complaints process.
• Handle International Trade complaints for customs clearance.
• Report key risks to senior leadership.
• Partner with SIOP Manager for supply mitigation strategies.

Job description

Biocatalysts is comprised of 4 companies, headquartered in Cardiff (Wales, UK) and co-located in Nieuwkuijk (Netherlands), Tampa (Florida, USA) and Ascheberg (Germany). Brought together as an integrated Bioproducts Division in October 2023, it is a wholly owned subsidiary of BRAIN Biotech Group, based in Zwingenberg (Germany). We serve customers globally in markets such as food, baking, beverage and pharma / life science, with a view to “become and stay the world’s leading speciality enzyme company and by the quality and dedication of our people, exceed our customers’ expectations”.

Purpose of Role

This role is responsible for developing and implementing Group-wide Customer Service and Logistics processes across multiple sites, with a focus on delivering an excellent customer experience. It oversees order to ship process to ensure on time in full delivery to our global customer base. The position plays a pivotal role in driving operational best practices and continuous improvement across the Group, while partnering closely with key functions including Procurement, Finance, and Customer Service to ensure alignment and efficiency throughout the supply chain.

This role is a 9–12-month fixed term maternity cover.

Expected Activities

• Lead team of 7 team members based in UK, US, Germany and The Netherlands
• Owner of customer order to ship process globally with expectation to drive continuous improvement and standardisation of these processes.
• Responsible for ensuring excellent customer satisfaction measured through customer complaints and On Time in Full Performance
• Responsible for managing and reporting open order book and ensuring orders are shipped on time to meet business plans.
• Owner of the customer complaints process
• Responsible for International Trade complaints to ensure appropriate documentation is provided to support customs clearance and meet customers needs.
• Escalate keys risks as appropriate to senior leadership through consistent reporting tools.
• Partner with SIOP Manager to develop supply mitigation strategies.