Customer Service Team Lead
Reckitt
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- Customer Service Team Lead
- City: Parsippany
- We are Reckitt
- Home 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. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.
- Supply
- Our 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. If 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. Our 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.
- About the role
Mead 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.
The 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.
Your responsibilities
- Ambassador of Service Level & PFR Ownership
- • Serve 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).
- • Define, protect, and continuously improve PFR targets and supporting processes across the order-to-cash and customer logistics continuum.
- • Champion PFR visibility, root-cause discipline, and corrective action culture at all levels of the organization and with external partners.
- • Represent PFR performance and improvement plans in leadership forums, customer reviews, and cross-functional governance meetings.
- Leadership & Team Management
- • Lead, develop, and coach a multi-functional team that includes transactional order management / customer service specialists and customer logistics professionals.
- • Embed PFR accountability into team goals, coaching, and performance management.
- • Build a high-performing culture focused on complete fulfillment, service reliability, and continuous improvement.
- • Ensure staffing, cross-training, and capability development to sustain high PFR during volume peaks and promotions.
- Transactional Order Management & Customer Service
- • Oversee 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.
- • Drive adherence to SLAs and standard processes that directly impact complete order fulfillment.
- • Monitor transactional drivers of PFR shortfalls and ensure rapid escalation and resolution.
- Customer Logistics & Strategic Service
- • Own overall customer logistics performance with PFR as the lead metric, alongside OTIF, cost-to-serve, chargeback reduction, and 3PL/carrier results.
- • Lead customer collaboration, Joint Business Planning (JBP) logistics components, and QBRs, positioning PFR as a core element of the customer partnership.
- • Drive continuous improvement projects that systematically improve PFR (process standardization, inventory visibility, promotional readiness, allocation logic, network/customer-specific solutions).
- • Manage or influence 3PL and carrier governance so that partner performance consistently supports PFR goals.
- • Develop cost-to-serve insights and recommend service or network adjustments that protect PFR while optimizing cost.
- Cross-Functional Partnership & Process Excellence
- • Partner with Sales, Demand/Supply Planning, Warehousing, Transportation, and Finance to align priorities, capacity, and processes around PFR achievement.
- • 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 in support of PFR.
- Performance Management & Reporting
- • Establish and own the PFR scorecard and related service KPIs.
- • Provide clear, actionable reporting and insights to senior leadership on PFR trends, root ca