Customer Service Team Lead

hace 1 mes


Ciudad de México, Ciudad de México Marken A tiempo completo

Job Overview:

The Customer Service Team Lead plays a crucial role in delivering exceptional customer experiences within the logistics and operations department at Marken.

About the Role:

This position oversees daily operations, ensuring timely completion and adherence to company standards. The ideal candidate will possess excellent communication skills, problem-solving abilities, and a strong understanding of the courier and air freight industries.

Responsibilities:

  • Oversee daily customer services operations, monitoring service levels and shipment delivery times
  • Provide expert advice on services-related issues, including customs detentions and eta flights/trucks
  • Develop and maintain excellent working relationships with customers
  • Analyze repetitive operational problems and develop effective solutions
  • Advise customers on booking times and documentation requirements
  • Book shipments using the Marken booking system
  • Support other departments, including CRM, Transport, Operations, and Sales
  • Maintain customer services team records, including holiday, sickness, and overtime data
  • Arrange customer services shift rosters
  • Attend management meetings and customer meetings as required
  • Assist auditors and train customer services staff

Requirements:

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

Salary: $80,000 - $100,000 per year, depending on location and experience

About Marken: As a wholly owned subsidiary of UPS and 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. The company supports cell and gene therapy logistics services from clinical to commercial, while maintaining a leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments, and biological kit production.



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