Natara Global
Customer Service Lead
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Natara
About
- About Us
- Our People
- Our Suppliers
- Our Customers
- Sustainability
- Innovation
- Our Locations
- Exponent
- Products & Services
- F&F Product Compendium
- Taste’Well F&B Products
- Contract Manufacturing
- News & Insights
- Contact
- Locations
- Careers
- FAQs
Customer Service Lead
Salary: Up to £35,000
Location: Hybrid working from Natara’s Seaham site
About Natara
Natara Global is a global manufacturer of flavour and fragrance ingredients, supplying customers across international markets. With UK operations including Seaham, Hartlepool and Billingham, the business brings together specialist manufacturing expertise and a strong focus on quality, reliability and customer service.
Natara is looking for a Customer Service Lead to help deliver an excellent customer experience, support the wider team and improve how the function operates.
Role Overview
Natara is looking for a Customer Service Lead to help deliver an excellent customer experience, support the wider team and improve how the function operates.
Reporting to the Global Customer Excellence Manager, you will manage customer accounts and the end-to-end order process, ensuring customers receive accurate information, timely updates and proactive support.
Alongside your own accounts, you will provide day-to-day guidance on customer service processes, act as an escalation point and support reporting and continuous improvement. You will work closely with Sales, Planning, Operations, Quality and Shipping to resolve issues and keep orders moving.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Responsibilities
- Manage customer orders from receipt through to delivery, ensuring accurate processing and order confirmation within 48 hours.
- Build strong customer relationships, keeping customers informed of order progress, amendments and potential delays.
- Act as the first point of escalation for customer queries, complaints and account issues.
- Work with Sales and Planning to support customer forecasts and inventory requirements.
- Maintain accurate customer records, order information and system data.
- Produce KPI reports and analyse customer service and supply chain performance, including on-time, in-full delivery.
- Lead or contribute to customer service and supply chain calls, helping colleagues resolve issues and agree actions.
- Identify and implement improvements to processes, systems and ways of working.
- Support team coordination, including office rotas and absence cover.
- Provide support and cover for the Global Customer Excellence Manager when required.
Qualifications And Experience
- A strong customer service background, ideally within manufacturing, supply chain or a similar business-to-business environment.
- Experience managing multiple customer accounts and a busy order book.
- Confidence handling escalations, resolving problems and taking ownership of customer issues.
- Experience using ERP systems such as SAP or Oracle.
- Strong attention to detail and confidence working with data, reporting and performance measures.
- Excellent communication skills and the ability to build relationships across different departments.
- Strong organisational skills, with the ability to manage competing priorities and meet deadlines.
- A proactive, commercially aware approach and an interest in improving processes.
- The confidence to work independently while supporting colleagues and sharing knowledge.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
This opportunity would suit an experienced customer service professional ready to take on broader responsibility, or an existing lead looking for a hands-on role with scope to improve customer service delivery.
Natara
Contact us
About
- About Us
- Our People
- Our Suppliers
- Our Customers
- Sustainability
- Innovation
- Our Locations
- Exponent
- Products & Services
- F&F Product Compendium
- Taste’Well F&B Products
- Contract Manufacturing
- News & Insights
- Contact
- Locations
- Careers
- FAQs
©2026 All rights reserved
Cookie Policy
Privacy Policy
Terms & Conditions
Disclaimer
Policies & Reports
FAQs
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location