Customer Services Operations Manager

hace 3 días

Ciudad de México, Ciudad de México Marken A tiempo completo

Description

Title:

Customer Service Team Lead

Job Overview

The Customer Service Team Lead plays a pivotal role in ensuring the delivery of exceptional customer service and operational support. This individual oversees the daily operations of the customer service team, ensuring that all activities are completed in a timely and efficient manner, adhering to the company's standards.

Main Responsibilities

  • Oversee and monitor daily customer service operations, evaluating the level of service provided.
  • Monitor all inbound and outbound shipments to ensure timely delivery within agreed-upon timeframes.
  • Provide daily customer support and advise on service-related issues, such as customs detentions and flight/truck ETA updates.
  • Develop and maintain excellent working relationships with customers, fostering a collaborative environment.
  • Analyze repetitive operational problems and develop service solutions to improve efficiency.
  • Advise customers on booking times and required documentation.
  • Use the Marken booking system to book shipments.
  • Support other departments, including Customer Relationship Management, Transport, Operations, and Sales.
  • Supply customers with Marken service information.
  • Potential customer information to be shared with the Sales department.
  • Maintain customer service team holiday, sickness, and overtime records.
  • Arrange customer service shift rosters.
  • Attend management meetings and customer meetings as required.
  • Assist auditors and provide training to customer service staff.

Requirements

  • Bachelor's degree in Business Administration or equivalent.
  • 3 years of experience in a customer service role, with a proven track record.
  • Intermediate-level experience with Microsoft Office Suite (Excel, Word, Outlook).
  • Courier and/or Air Freight Industry experience.
  • Excellent communication and influencing skills.
  • Excellent problem-solving and prioritization skills.
  • Ability to collaborate across multiple levels of the organization.
  • Flexibility in working hours, including weekend coverage as needed.

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