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Job Description
Job Purpose:
The Customer Service Team Lead will provide an enhanced level of customer services and operational support. You will oversee and ensure daily operations are completed in timely manner & according to company’s standards.
Main Duties And Responsibilities
- Overseeing daily Customer Services operations and monitoring level of service provided.
- Monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames.
- Advising customers on daily basis of any services related issues (Customs detentions, eta flights/trucks).
- Working with customers on daily basis with the aim of developing an excellent working relationship.
- Analysis of repetitive operational problems and development of possible service solutions.
- Advising customer latest booking times and documentation required.
- Booking shipment with use of Marken booking system.
- Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales
- Supplying customers with Marken Service information
- Potential customer information to be given to the Sales department
- Maintaining customer services team holiday, sickness, overtime records
- Arranging Customers Services shift Roster
- Attending management meetings weekly
- Attending meetings with customers if required
- Assisting auditors if required
- Training Customers services staff
Qualifications
- Bachelor’s degree in business administration or equivalent college degree
- 3 years of proven experience in a customer service role.
- PC/System Literate
- Courier and/or Air Freight Industry experience
- Ability to deal with enquires and day to day issues
- Excellent communication skills
- Excellent problem solving and prioritization skills essential
- Excellent teamwork skills.
- Flexibility in working hours required.
- Weekend coverage, ability to handle shift work required in Customer Service
- Working with key decision makers
- Able to influence others to ensure business targets are met.
- Working within a busy environment.
- Excel/Word Qualifications
Employee Type
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Other
Industries
Truck Transportation
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