Title:
Client Relationship Manager 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 a timely manner according to company standards.
Main Duties and Responsibilities:
1. Overseeing daily Customer Services operations and monitoring level of service provided.
2. Monitoring all inbound and outbound shipments on a daily basis to ensure that shipments are delivered within agreed time frames.
3. Advising customers on a daily basis of any services related issues (Customs detentions, eta flights/trucks).
4. Working with customers daily with the aim of developing an excellent working relationship.
5. Analysis of repetitive operational problems and development of possible service solutions.
6. Advising customers of the latest booking times and documentation required.
7. Booking shipments using the Marken booking system.
8. Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales.
9. Supplying customers with Marken Service information.
10. Providing potential customer information to the Sales department.
11. Maintaining customer services team holiday, sickness, and overtime records.
12. Arranging Customer Services shift roster.
13. Attending management meetings weekly.
14. Attending meetings with customers if required.
15. Assisting auditors if required.
16. Training Customer services staff.
17. Directly managing a team of Client Relationship Managers.
18. Monitoring negative margins, delay codes, and missing milestones.
19. Conducting Quality investigations.
Requirements:
1. PC/System Literate.
2. Courier and/or Air Freight Industry experience.
3. Ability to deal with inquiries and day-to-day issues.
4. Excellent communication skills.
5. Excellent problem-solving and prioritization skills essential.
6. Excellent teamwork skills.
7. Flexibility in working hours required.
8. Weekend coverage, ability to handle shift work required in Customer Service.
9. Working with key decision makers.
10. Able to influence others to ensure business targets are met.
11. Working within a busy environment.
12. Excel/Word qualifications.
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