Team Lead Customer Operations Lead

The Team Lead / Customer Operations Lead will lead and manage 14U Nutra Philippines’ Bacolod Customer Operations team and help establish the company’s international customer operations model. The role combines team leadership, customer management, coaching, KPI management, problem-solving, and coordination with I4U’s international and China-based teams. The successful candidate should be a strong people leader and customer problem-solver—not simply the strongest individual salesperson.

Key Responsibilities
- Lead, manage, and coach the Bacolod Customer Operations team.
- Establish effective customer management and operating processes.
- Monitor team performance, KPIs, productivity, and service quality.
- Coach team members on customer communication, discovery, follow-up, and commercial execution.
- Handle customer escalations and complex customer concerns.
- Support customer and account development activities when necessary.
- Ensure accurate and consistent CRM usage and customer data management.
- Coordinate with I4U’s China-based product, technical, supply chain, finance, and commercial teams.
- Help resolve customer requirements involving customized products, specifications, applications, pricing, quotations, or supply-chain considerations.
- Identify operational gaps and implement practical improvements.
- Monitor customer opportunities, quotations, projects, orders, and follow-ups.
- Prepare and communicate performance reports and relevant business updates.
- Support the development of the Bacolod team and future Customer Managers.

Qualifications
- Bachelor’s degree in Business, Management, Marketing, Communications, or a related field preferred.
- Proven experience in B2B customer management, account management, business development, sales, customer success, or related functions.
- Previous team leadership, coaching, or supervisory experience.
- Strong spoken and written English.
- Demonstrated ability to manage business customers with different and non-standard requirements.
- Strong customer discovery, questioning, listening, and problem-solving skills.
- Good commercial awareness.
- Strong CRM, Excel, and digital working skills.
- Ability to manage multiple customers, projects, and priorities.
- Comfortable working with international teams.
- Strong ownership, initiative, and follow-through.

Preferred Background / Experience in any of the following is an advantage:
- B2B Account Management
- Food Manufacturing
- International or Export Sales
- Chemical / Functional Ingredients
- Business Development
- Packaging
- Food, Nutrition, or Ingredients
- Contract Manufacturing
- Pharmaceutical or Healthcare
- Logistics / Supply Chain

Key Competencies
- Leadership and coaching
- Customer orientation
- Commercial judgment
- Communication
- Problem-solving
- Customer escalation management
- Learning agility
- Ownership and accountability
- CRM discipline
- International collaboration