Customer Service Team Lead

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.



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

• 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

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function Other
• Industries Truck Transportation

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