Customer Service Team Lead

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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 a timely manner according to the 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 a daily basis to ensure that shipments are delivered within agreed time frames.
3. Advising customers daily 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. Arranging Customer Services shift roster.
12. Attending management meetings weekly.
13. Attending meetings with customers if required.
14. Assisting auditors if required.

Requirements:

1. Bachelor’s degree in Business Administration or equivalent.
2. 3 years of proven experience in a customer service role.
3. Intermediate level experience in Microsoft Office Suite (Excel, Word, Outlook).
4. Courier and/or Air Freight Industry experience.
5. Excellent communication skills and the ability to influence others.
6. Excellent problem-solving and prioritization skills.
7. Ability to collaborate across multiple levels of the organization.
8. Flexibility in working hours required, including weekend coverage as needed.

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.