NFO Desk Team Lead

Jobtailor; Deutschland; Remote; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced time-critical services team lead for the NFO Desk to drive productivity, quality, and on-time performance. You will supervise staff, coordinate shipments, and ensure SOP adherence while delivering professional service to customers and liaising with vendors.

You will mentor staff, run performance reviews with the Manager, train on SOP updates, monitor analytics, and escalate issues per procedures.

Qualifikationen

• High school diploma or GED required.
• Strong computer skills and proficiency in Microsoft Office.
• Outstanding customer service skills.
• Strong mentoring and management skills.
• Experience Next Flight out shipments, systems and vendor operations preferred.
• Ability to work under pressure and follow through on tasks.
• Ability to lead discussion groups and motivate staff.
• Excellent organizational skills, attention to detail and follow through.
• Proven ability to communicate effectively with staff, management, peers and senior leadership.

Aufgaben

• Lead the NFO Desk team in client and business tasks, ensuring productivity, quality, and on-time performance expectations are met.
• Provide professional service to customers and liaise with third-party suppliers and other company offices.
• Serve as a knowledgeable resource for staff, clients, vendors, and leadership regarding questions, issues, and escalated needs.
• Ensure excellent service during telephone, email, and virtual contacts.
• Work with Managers and staff to process shipment orders according to established procedures and standards.
• Oversee shipment processes and ensure SOP adherence.
• Escalate issues, errors, and delays according to established processes.
• Ensure staff receives and completes appropriate training.
• Maintain and file records according to company procedure.
• Assist other teams to support productivity and client service levels.
• Provide positive coaching and conduct one-on-one mentoring.
• Partner with the Manager on staff evaluations, annual performance appraisals, and performance improvement or growth plans.
• Train staff on new or revised SOPs and organizational policies.
• Communicate unusual occurrences, emergencies, and operational or customer-service disruptions to the Manager.
• Document service issues requiring attention by the incoming shift Team Lead.
• Monitor telephone reports and email analytics for productivity and service-level performance.
• Monitor and approve overtime and manage the shift cost-effectively.
• Spot-check shipments daily for SOP adherence.
• Monitor incoming emails, task logs, new orders, and queue assignments within required 10-minute windows.
• Participate in department meetings, training, and information rollouts.
• Copy the Manager on operations-related emails and correspondence.
• Report directly to the Sr Manager of Time Critical Services.
• Perform other duties and responsibilities as assigned.

Kenntnisse

Leadership

Mentoring and coaching

Customer service excellence

Effective communication

Organizational skills

Attention to detail

Work under pressure

Motivational skills

Ausbildung

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Jobbeschreibung

• Lead the NFO Desk team in client and business tasks, ensuring productivity, quality, and on-time performance expectations are met
• Provide professional service to customers and liaise with third-party suppliers and other company offices
• Serve as a knowledgeable resource for staff, clients, vendors, and leadership regarding questions, issues, and escalated needs
• Ensure excellent service during telephone, email, and virtual contacts
• Work with Managers and staff to process shipment orders according to established procedures and standards
• Oversee shipment processes and ensure SOP adherence
• Escalate issues, errors, and delays according to established processes
• Ensure staff receives and completes appropriate training
• Maintain and file records according to company procedure
• Assist other teams to support productivity and client service levels
• Provide positive coaching and conduct one-on-one mentoring
• Partner with the Manager on staff evaluations, annual performance appraisals, and performance improvement or growth plans
• Train staff on new or revised SOPs and organizational policies
• Communicate unusual occurrences, emergencies, and operational or customer-service disruptions to the Manager
• Document service issues requiring attention by the incoming shift Team Lead
• Monitor telephone reports and email analytics for productivity and service-level performance
• Monitor and approve overtime and manage the shift cost-effectively
• Spot-check shipments daily for SOP adherence
• Monitor incoming emails, task logs, new orders, and queue assignments within required 10-minute windows
• Participate in department meetings, training, and information rollouts
• Copy the Manager on operations-related emails and correspondence
• Report directly to the Sr Manager of Time Critical Services
• Perform other duties and responsibilities as assigned

Requirements

• High school diploma or general education degree (GED)
• Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook)
• Outstanding customer service skills required
• Strong mentoring and management skills required
• Experience Next Flight out shipments, systems and vendor operations is strongly preferred
• Ability to work under pressure and follow through on tasks
• Ability to lead discussion group and motivate/develop staff
• Excellent organizational skills, attention to detail and follow through
• Proven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management

Core Competencies

Demonstrates strong leadership and mentoring capabilities while ensuring adherence to standard operating procedures (SOPs) and maintaining high levels of customer service. Proficient in managing shipment processes and effectively communicating with staff and management to enhance productivity and service quality.

Highest-signal resume keywords

• Leadership Skills
• Customer Service Excellence
• Mentoring and Coaching
• Microsoft Office Proficiency
• Next Flight Out Shipment Experience

Hard Skills

• Shipment Process Management
• SOP Adherence
• Record Maintenance
• Performance Monitoring
• Task Management

Soft Skills

• Effective Communication
• Organizational Skills
• Attention to Detail
• Ability to Work Under Pressure
• Motivational Skills

Industry Keywords

• Client Service
• Vendor Operations
• Performance Appraisals
• Training and Development
• Operational Disruptions

Tools & Technologies

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook