Global Supply Chain And Customer Service Team Lead

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

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Professional Area Supply Chain

Role Permanent

Professional Level Experienced

Reporting to GSC&CS CPM

Global Supply Chain and Customer Service Team Lead

As a Global Supply Chain and Customer Service Team Lead, you will be responsible for managing team performance, supporting operational governance, and translating strategic priorities into actionable plans. This is a non-transactional leadership role focused on performance management, stakeholder alignment, process compliance, continuous improvement, and team development rather than daily transaction execution.

As a Global Supply Chain and Customer Service Team Lead, you will

• Oversee end-to-end operational execution handled by team members, ensuring outputs are accurate, timely, and high quality.
• Monitor operational health, including backlogs, SLAs, exceptions, risks, and potential service disruptions.
• Drive team performance against KPIs such as timeliness, accuracy, and productivity, while leading performance reviews and action planning.
• Coach, develop, and support team members while fostering a high-performance culture and managing workload allocation.
• Act as the primary operational contact for stakeholders, providing updates, managing escalations, and ensuring cross-functional alignment.
• Ensure adherence to global standards, SOPs, controls, and compliance requirements while maintaining audit readiness.
• Identify process inefficiencies and support standardization, harmonization, automation, and continuous improvement initiatives.
• Support implementation of new processes, tools, transitions, and changes, ensuring team readiness and successful go-live execution.
• Lead improvement initiatives and monitor progress toward achieving zero loss in operations.
• Support strategy deployment by driving standardization, harmonization, automation, and digital enablement initiatives.
  
  

Requirements

• Bachelor’s degree in Industrial Engineering, Supply Chain Management, or a related field.
• Minimum of 5 years of experience in operations, supply chain, or a related field, preferably with people management experience.
• Strong understanding of supply chain processes and operational performance management.
• Proficiency in ERP systems, particularly SAP S/4HANA.
• Strong business partnership mindset, with proven stakeholder management and influencing skills.
• Analytical and performance-driven, with the ability to make fact-based business decisions.
• Strong leadership and people management capabilities.
• Effective communication and interpersonal skills.
• Exposure to global projects and cross-functional collaboration.
• Fluent in English, both written and verbal.
• Able to balance operational responsibilities with value-added activities and continuous improvement priorities.
  
  

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.

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