Customer Service Team Lead
hace 1 mes
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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