Title:
Customer Service Team Lead
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
Requirements:
- 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
- Any other adhoc duties
Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.
Moving Our World Forward by Delivering What Matters.
