Ecommerce Customer Service Lead

The Customer Service Management role is responsible for ensuring efficient, cost-effective and high-quality end-to-end customer service and order fulfilment operations across the eCommerce ecosystem. The role owns key operational KPIs and is central to delivering a seamless customer experience while driving continuous improvement in service performance and cost efficiency. It works closely with internal teams and external partners to manage operational issues, optimise processes and ensure timely resolution of customer and logistics challenges.

• Own and deliver key operational KPIs, including cancellation rate, claims rate, third-party logistics SLAs, payment authorisation rate and customer contact rate.
• Oversee the end-to-end order flow to ensure accuracy, efficiency and a seamless customer experience.
• Identify operational inefficiencies and implement improvements that reduce costs, enhance service levels and support profitability.
• Troubleshoot issues across the eCommerce ecosystem to ensure timely resolution and minimal customer impact.
• Manage the carrier claims process, coordinating across eCommerce customer service, marketplace partners and logistics providers.
• Manage third-party service providers, covering service strategy, cost control and billing governance.
• Manage the relationship with Concentrix, defining cost-effective service strategies and overseeing the billing process, including invoice review and validation.
• Share and maintain regular customer contact forecasts with third-party partners to enable accurate capacity planning.
• Provide third-level customer service query resolution support for marketplaces.
• Provide last-mile fulfilment support as required, including covering operational responsibilities in the absence of the Operations Manager.

• Proven experience in eCommerce operations, ideally across order management, fulfilment, project management or technical integrations.
• Strong proficiency in Microsoft Office, particularly Excel.
• Experience using project management tools such as Jira, Confluence, Trello or Basecamp.
• Confident working across multiple systems and reporting tools.
• Solid understanding of eCommerce infrastructure and data flows.
• Strong organisational skills, with the ability to prioritise and manage multiple tasks in a fast-paced environment.
• Experience managing third-party vendors and external partners.
• Strong written and verbal communication skills.
• Proactive, solutions-focused mindset with the ability to work independently and adapt to change.
• Customer-focused approach, with a strong understanding of user experience and service expectations.

PUMA is a global sports brand creating footwear, apparel and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf and stichd, operates in more than 120 countries and has around 22,000 employees worldwide. PUMA provides equal opportunities for all job applicants, regardless of race, colour, religion, national origin, sex, gender identity or expression, sexual orientation, age or disability, and equality for all is one of its core principles.