{"id":3455672,"url":"https://alion.io/job/reckitt-customer-service-team-lead","title":"Customer Service Team Lead","company":{"id":5727,"name":"Reckitt","domain":"reckitt.com","url":"https://alion.io/company/reckitt","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Parsippany, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":161000,"max":241000,"currency":"USD","period":"year","gross":null,"usd_annual":241000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-11-14T03:19:05Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"We are Reckitt\nHome to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.\nJoin us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.\nSupply\nOur supply chain is the backbone of our business. It's how we get our trusted products to people all over the world, safely and efficiently. And it's our talented and passionate teams that make this happen.\nIf you're looking for a career in supply chain, there's no better place to be than Reckitt. We offer a variety of exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics. You could join our Global Supply Planning team to develop and implement our global supply strategy, or work with our Procurement Centre of Excellence team to negotiate and manage our supplier relationships.\nOur Manufacturing Excellence team help us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develop new and innovative ways to distribute our products to customers.\nAbout the role\nMead 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.\nThe 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.\nYour responsibilities\nAmbassador of Service Level & PFR Ownership\nServe 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).\nDefine, protect, and continuously improve PFR targets and supporting processes across the order-to-cash and customer logistics continuum.\nChampion PFR visibility, root-cause discipline, and corrective action culture at all levels of the organization and with external partners.\nRepresent PFR performance and improvement plans in leadership forums, customer reviews, and cross-functional governance meetings.\nLeadership & Team Management\nLead, develop, and coach a multi-functional team that includes transactional order management / customer service specialists and customer logistics professionals.\nEmbed PFR accountability into team goals, coaching, and performance management.\nBuild a high-performing culture focused on complete fulfillment, service reliability, and continuous improvement.\nEnsure staffing, cross-training, and capability development to sustain high PFR during volume peaks and promotions.\nTransactional Order Management & Customer Service\nOversee 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.\nDrive adherence to SLAs and standard processes that directly impact complete order fulfillment.\nMonitor transactional drivers of PFR shortfalls and ensure rapid escalation and resolution.\nCustomer Logistics & Strategic Service\nOwn overall customer logistics performance with PFR as the lead metric, alongside OTIF, cost-to-serve, chargeback reduction, and 3PL/carrier results.\nLead customer collaboration, Joint Business Planning (JBP) logistics components, and QBRs, positioning PFR as a core element of the customer partnership.\nDrive continuous improvement projects that systematically improve PFR (process standardization, inventory visibility, promotional readiness, allocation logic, network/customer-specific solutions).\nManage or influence 3PL and carrier governance so that partner performance consistently supports PFR goals.\nDevelop cost-to-serve insights and recommend service or network adjustments that protect PFR while optimizing cost.\nCross-Functional Partnership & Process Excellence\nPartner with Sales, Demand/Supply Planning, Warehousing, Transportation, and Finance to align priorities, capacity, and processes around PFR achievement.\nOwn or influence the design of order-to-cash and customer logistics processes, policies, and tools that enable complete fulfillment at scale.\nLead projects that reduce exceptions, improve master data, and strengthen end-to-end visibility in support of PFR.\nPerformance Management & Reporting\nEstablish and own the PFR scorecard and related service KPIs.\nProvide clear, actionable reporting and insights to senior leadership on PFR trends, root causes, risks, and improvement progress.\nFoster a data-driven culture that treats PFR as a non-negotiable service commitment.\nThe experience we're looking for\nQualifications & Experience\nBachelor’s degree in Supply Chain, Business, Logistics, Operations, or related field required; MBA preferred.\n8-12+ years of progressive experience in customer service, order management, customer logistics, or supply chain roles within CPG/FMCG.\nMinimum 3-5 years of people leadership experience managing multi-functional teams.\nProven track record of owning and improving “in full” / fill-rate / complete-fulfillment metrics (PFR or equivalent) at scale.\nStrong experience with ERP/order management systems (SAP preferred), advanced analytics/BI tools, and performance governance.\nDemonstrated ability to influence cross-functional stakeholders and external customers/partners around service commitments.\nSolid financial acumen, including cost-to-serve analysis and linking service decisions to business results.\nExcellent communication, problem-solving, and change-leadership skills.\nSpanish Fluency\nAbility to travel 20% of time, mostly within US.\nPreferred Qualifications\nDirect experience managing or significantly improving PFR / perfect fill rate / case-fill performance in a CPG environment.\nExperience with 3PL governance, retailer compliance programs, and joint business planning.\nBackground in Lean, Six Sigma, or formal continuous-improvement methods.\nMulti-channel CPG experience (retail, club, foodservice, e-commerce).\nThis 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.\nThis role is not currently sponsoring visas or considering international movement at this time.\nThe skills for success\nSupply Chain Management, Business Partnership, Collaboration and partnership building, Relationship Management, Business accumen, Productivity management, Improve business processes, Advanced Analytics, Data Analytics, Supply Chain Planning, Logistics Management.\nWhat we offer\nWith 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.\nUS salary ranges\nUSD $161,000.00 - $241,000.00\nUS pay transparency\nThe base salary range for this role will vary based on experience in job and industry, training and education, skills relevant to the position, and other factors permitted by law. In addition to the base salary, the position is eligible for an annual discretionary bonus, which is subject to change each year.\nReckitt offers eligible employees competitive benefits including medical, prescription, dental, vision, and life and disability insurance; paid time off for vacation, sick and Company recognized holidays; a 401(k) plan; 16-week paid parental leave or 26 weeks for the birthing parent; adoption and fertility support; tuition reimbursement; discounts; and much more. Our compensation and benefits packages aim to give our talent the reward, protection, and peace of mind they deserve.\nIf reasonable accommodation is needed to complete your application, please contact . Reckitt is committed to the full inclusion of all qualified individuals.\nEquality\nWe 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.","description_format":"text","description_chars":10356,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":["Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cleaning & Household Products","Personal Hygiene & Toiletries","OTC & Consumer Health Products","FMCG & Consumer Brand Groups"],"lifecycle":[{"event":"open","at":"2026-10-29T12:38:11Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.787,"p_room":0.45,"age_days":30,"expected_fill_days":18,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":241000,"is_top_pay":true},"html_url":"https://alion.io/job/reckitt-customer-service-team-lead","json_url":"https://alion.io/job/reckitt-customer-service-team-lead.json","meta":{"generated_at":"2026-11-14T04:52:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8009,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5727},"rest":"https://alion.io/mcp/rest/get_company?id=5727"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Freckitt-customer-service-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Freckitt-customer-service-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Freckitt-customer-service-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/reckitt-customer-service-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Freckitt-customer-service-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3455672}},{"tool":"search_jobs","arguments":{"company":"reckitt.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3455672},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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