Job Summary

We are looking for a Supply Chain Team Leader (Back Office Customer Services Team Leader) to deliver best in class customer experience by driving operational and quality excellence across our shared service center. In this role, you will lead and develop a team of back-office specialists, secure timely and accurate order fulfilment, and translate customer needs into impactful, time-bound actions. If you enjoy solving complex challenges, empowering people, and finding smarter, simpler ways of working, this could be the right next step for you.

Job Description

We are looking for a Supply Chain Team Leader (Back Office Customer Services Team Leader) to deliver best in class customer experience by driving operational and quality excellence across our shared service center. In this role, you will lead and develop a team of back-office specialists, secure timely and accurate order fulfilment, and translate customer needs into impactful, time-bound actions. If you enjoy solving complex challenges, empowering people, and finding smarter, simpler ways of working, this could be the right next step for you.

Make an impact to be proud of – for food, people and the planet.

This position is based on Queretaro, Mexico and reports to Customer Service & Design Director

What You Will Do

As Supply Chain Team Leader (Back Office Customer Services Team Leader), you will:

Enabling Sales Management Operations

- Secure timely and accurate order fulfilment throughout the supply chain by securing design master data and ensuring effective packaging material and additional material order management.
- Prioritize and allocate back-office activities according to workload, business criticality, and customer impact,



ensuring the right escalation flow.
- Support the team in complex operational situations and negotiation points between different stakeholders
- Ensure compliance with global controls and standardized processes and support internal or external audits linked to back-office customer services operations.

People Management

- Ensure the organization, competence, and capacity of the back-office customer service team are aligned to business needs.
- Build strong development plans, fostering continuous learning, inclusion, and empowerment within the team.
- Provide day to day coaching, guidance, and on the job training to support individual growth and team performance.
- Create an environment where diverse perspectives are valued and people feel safe to bring new ideas and challenge existing processes.

Operational Performance and Execution

- Ensure strong alignment between supply chain operations and market strategies.
- Build and maintain collaborative environment with all departments involved in the customer services process in order to enable smooth order handling and high service levels.
- Act as the local order management process driver for the Shared Service Centre site you lead, ensuring consistency and efficiency.




- Drive the implementation of global and local projects that enhance back-office customer services operations and operational effectiveness.
- Lead World Class Manufacturing (WCM) activities within the team, focusing on productivity improvements in tools, workflows, and ways of working in alignment with the factory WCM office.
- Ensure that topics impacting operational performance or productivity are timely discussed with markets, factories, or Integrated Supply Chain (ISC) teams to ensure service levels are maintained with quality.

Customer Experience

- Drive smooth, accurate, and timely order management processes that ensure a high-quality customer experience.
- Actively track service levels and lead continuous improvement initiatives using defined data analytics.
- Liaise with factories and ISC teams, representing the voice of the customer and ensuring escalations are resolved with speed and clarity.

Commercial Compliance

- Understand and comply with Tetra Pak’s commercial practices framework, including pricing governance, contract terms, authorization matrices, and applicable regulatory frameworks, while following our integral Code of Conduct.

Profile Description

We believe you have

- Ideally around 5 years of operational experience in supply chain, customer service, order fulfilment, or similar fields.
- Relevant experience in team management or coordinating people
- Proven project management skills, with the ability to lead initiatives, drive progress, and secure alignment across stakeholders.
- Excellent stakeholder management, with the ability to balance priorities, communicate clearly, and collaborate effectively across markets, factories, and internal teams.
- St

📌 Supply Chain Team Leader (Santiago de Querétaro)
🏢 Tetra Pak
📍 Santiago de Querétaro