Customer Service Team Lead

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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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