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Customer Support Operations Supervisor
hace 2 meses
Job Overview
Position:
Customer Service Team Lead
Objective:
The Customer Service Team Lead is responsible for delivering superior customer service and operational support. This role involves supervising daily operations to ensure they are executed efficiently and in alignment with the company's standards.
Key Responsibilities:
Supervising daily customer service operations and assessing the quality of service provided. Tracking all inbound and outbound shipments daily to confirm timely deliveries. Informing customers about service-related matters (Customs issues, estimated arrival times for flights/trucks). Collaborating with customers to foster strong working relationships. Evaluating recurring operational challenges and proposing effective service solutions. Providing customers with the latest booking deadlines and necessary documentation. Managing shipment bookings through the Marken booking system. Assisting other departments within Marken, including Customer Relationship Management, Transport, Operations, and Sales. Supplying customers with relevant Marken service information. Sharing potential customer leads with the Sales department. Maintaining records of customer service team absences, overtime, and leave. Organizing the Customer Service shift schedule. Participating in weekly management meetings. Meeting with customers as needed. Supporting 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 position. Proficient in Microsoft Office Suite (Excel, Word, Outlook). Experience in the Courier and/or Air Freight Industry. Strong communication skills with the ability to persuade and influence. Excellent problem-solving and prioritization abilities. Capacity to collaborate 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. We provide a cutting-edge GMP-compliant depot network and logistics hubs for the storage and distribution of clinical drug products globally. Our services support cell and gene therapy logistics from clinical trials to commercial distribution, while maintaining our leadership in Direct-to-Patient and Home Healthcare services, biological sample shipments, and biological kit production.
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