Job Description

At Trewithen we're proud of our county, past and the generations who brought us here, but for inspiration we look to the future... In June 2024 we became part of the Ehrmann family, a 3rd generation family-owned business, which is one of Germany's leading dairy companies. With over 100 years of heritage and a history of innovation in the production of high-quality dairy products.

We transform 150 million litres a year of the highest quality Cornish milk into the most delicious dairy products using natural ingredients. "Delicious Dairy, Done Right"

Our commitment to excellence and sustainability fuels our ambition to not just lead but transform the dairy industry. Supported by 250 passionate staff and 35 local family farms, we champion a thriving, forward-looking workplace that fosters growth, innovation, and celebrates our award-winning products.

We have an exciting new opportunity for an Customer Service Team Leader to join our team.

Role Summary:

We are recruiting for a Customer Service Team Leader who will lead our frontline service team and ensure our customers receive a first-class experience, every time.

This is a key leadership role within our customer-facing operations. You'll be responsible for the day-to-day management of the customer service team, ensuring all incoming orders, enquiries, and issues are handled efficiently and with care. This role requires a strong communicator who can build relationships across the business, with customers and with logistics partners to ensure smooth order fulfilment and customer satisfaction.

The key responsibilities will include:

Team Leadership:

Supervise and support a team of customer service representatives Provide daily guidance, coaching, and performance feedback Foster a positive, proactive, and supportive team environment Set clear objectives and ensure delivery of KPIs and service standards

Customer Focus:

Act as point of escalation for complex or sensitive customer queries Maintain excellent relationships with key retail, wholesale, and foodservice clients Ensure accurate order processing and proactive communication around fulfilment or delays Represent the Ehrmann Cornish Dairy brand with warmth and professionalism

Coordination and Efficiency

Liaise closely with production planning, logistics, and sales to ensure OTIF (On Time In Full) delivery Monitor daily order volumes and adjust priorities as needed Recommend and implement process improvements to enhance customer service workflows Ensure all customer interactions comply with internal policies and food industry standards

Reporting and Insight

Produce regular reports on team performance, customer feedback, and service trends Identify root causes of recurring issues and suggest preventative actions Support the integration of new systems and tools to improve team efficiency

The person we are looking for:

Minimum 2 years' experience in a team leader or senior customer service role Experience within FMCG, food manufacturing, or dairy highly desirable Confident communicator with strong problem-solving skills Proficient in Microsoft Office and CRM/ERP systems (SAP, Excel, Word, PowerPoint etc.) Organised, detail-oriented, and calm under pressure A team player with natural leadership qualities Positive, solution-driven, and customer-focused Flexible and able to adapt to a fast-changing environment Passionate about delivering great service
Closing date for applications,

18th June 2025.

NO AGENCIES PLEASE.

Job Types: Full-time, Permanent

Pay: 35,000.00-38,000.00 per year

Benefits:

Canteen Company events Company pension Cycle to work scheme Discounted or free food Employee discount Free parking Gym membership Life insurance On-site parking Referral programme Sick pay
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Lostwithiel PL22 0LW: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 18/06/2025