Customer Service Operations Supervisor

hace 2 meses

Ciudad de México, Ciudad de México Marken A tiempo completo

Position Overview

Title:

Customer Service Team Lead

Objective:

The Customer Service Team Lead is responsible for delivering superior customer service and operational assistance. This role involves supervising daily activities to ensure compliance with company standards and timely execution of tasks.

Key Responsibilities:

  • Supervising daily customer service operations and assessing service quality.
  • Tracking all inbound and outbound shipments daily to guarantee timely deliveries.
  • Informing customers regularly about service-related matters (e.g., customs delays, estimated arrival times).
  • Engaging with customers to foster strong working relationships.
  • Analyzing recurring operational challenges and proposing effective service solutions.
  • Advising customers on booking deadlines and necessary documentation.
  • Coordinating shipment bookings using the Marken booking system.
  • Collaborating with other departments within Marken, including Customer Relationship Management, Transport, Operations, and Sales.
  • Providing customers with comprehensive Marken service information.
  • Sharing potential customer leads with the Sales team.
  • Maintaining records of customer service team attendance, including holidays, sickness, and overtime.
  • Organizing the Customer Service shift schedule.
  • Participating in weekly management meetings.
  • Meeting with customers as necessary.
  • Assisting auditors when required.
  • Training customer service personnel.

Qualifications:

  • Bachelor's degree in Business Administration or a related field.
  • A minimum of 3 years of experience in a customer service environment.
  • Proficient in Microsoft Office Suite (Excel, Word, Outlook).
  • Experience in the courier and/or air freight sector.
  • Strong communication skills with the ability to persuade and influence.
  • Excellent problem-solving and prioritization abilities.
  • Capability to work collaboratively across various organizational levels.
  • Willingness to work flexible hours, including weekends as necessary.

About Marken:

Marken is a wholly owned subsidiary of UPS and plays a vital role in UPS Healthcare. The company provides a cutting-edge GMP-compliant depot network and logistics hubs for the storage and distribution of clinical drug products globally. Marken also supports logistics services for cell and gene therapy from clinical trials to commercial distribution, maintaining a leading position in Direct-to-Patient and Home Healthcare services, biological sample shipments, and biological kit production.

Our Commitment:

Moving Our World Forward by Delivering What Matters.

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