Order Fulfillment Team Lead

Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

Join a fast-paced, global operations environment where you will lead customer service execution across APAC, Europe, and LATAM. As a Team Leader, you will play a critical role in ensuring operational excellence, driving service performance, and strengthening customer satisfaction through effective team leadership, process optimization, and cross-functional collaboration.

This role is essential in maintaining service quality, stabilizing performance during growth, and enabling continuous improvement across order management and fulfillment operations.

What you will do

• Lead and develop a team of Order Fulfillment Executives and Specialists, including onboarding and training of new hires
• Drive operational performance through KPI monitoring, escalation management, and service recovery actions
• Oversee end-to-end order management, ensuring timely processing, backlog resolution, and proactive customer communication
• Ensure shipment execution aligns with planned delivery dates (PDD) and coordinate closely with warehouse and logistics partners
• Partner with internal stakeholders (SCM, Distribution Centers, affiliates) to optimize supply chain and order fulfillment processes
• Drive analytics and reporting (dashboards, performance insights) to enable data-driven decision-making and continuous improvement.
  
  

What you bring

• 3–5 years of experience in a Supply Chain or Customer Service environment, preferably in a regional/global setup
• Proven experience in team leadership or supervisory roles with strong stakeholder management skills
• Strong customer-centric mindset with the ability to manage escalations and deliver service excellence
• Excellent communication and collaboration skills across cross-functional and multicultural teams
• Familiarity with ERP systems; experience with reporting tools (e.g., Power BI, Advanced Excel, SQL) is advantageous
• Bachelor’s degree in Business Administration or related field; certifications such as APICS or Lean Six Sigma are a plus.
  
  

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We cant wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

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