Description
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:
1. Overseeing daily Customer Services operations and monitoring level of service provided.
2. Monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames.
3. Advising customers on daily basis of any services related issues (Customs detentions, eta flights/trucks).
4. Working with customers on daily basis with the aim of developing an excellent working relationship.
5. Analysis of repetitive operational problems and development of possible service solutions.
6. Advising customer latest booking times and documentation required.
7. Booking shipment with use of Marken booking system.
8. Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales
9. Supplying customers with Marken Service information
10. Potential customer information to be given to the Sales department
11. Maintaining customer services team holiday, sickness, overtime records
12. Arranging Customers Services shift Roster
13. Attending management meetings weekly
14. Attending meetings with customers if required
15. Assisting auditors if required
16. Training Customers services staff
Requirements:
17. Bachelor’s degree in business administration or equivalent college degree
18. 3 years of proven experience in a customer service role.
19. PC/System Literate
20. Courier and/or Air Freight Industry experience
21. Ability to deal with enquires and day to day issues
22. Excellent communication skills
23. Excellent problem solving and prioritization skills essential
24. Excellent teamwork skills.
25. Flexibility in working hours required.
26. Weekend coverage, ability to handle shift work required in Customer Service
27. Working with key decision makers
28. Able to influence others to ensure business targets are met.
29. Working within a busy environment.
30. Excel/Word Qualifications
31. 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.