Air Logistics Customer Care Team Lead

Kuehne + Nagel; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A logistics company in Birmingham is seeking a Team Lead for the Air Logistics Customer Care Team. This role involves ensuring superior customer service and operational excellence. Candidates should possess strong experience in freight forwarding and leadership, especially in the aerospace sector. The position requires working shifts of 4 days on, 4 days off, including night shifts, with a robust benefits package including a pension plan and employee assistance programs.

Benefits

Contributory pension plan

Route 2 Rewards scheme

Employee Assistance Program

Qualifications

• Experience in the Aerospace field is preferred.
• Extensive customer service experience within freight forwarding.
• Excellent knowledge of international and domestic airline routings.

Responsibilities

• Maintain and enhance customer services.
• Take job orders from clients and manage services.
• Assist with correct cover staff levels.
• Implement new systems within the team.

Skills

Customer service experience

Knowledge of international airline routings

Leadership experience

Job description

Overview

We\'re hiring! Sterling UK Control Tower is seeking a new addition to join our Aerospace International team. The Air Logistics Customer Care Team Lead is responsible for ensuring that our customers and team experience is a positive one each and every time they engage with Sterling, providing operational and customer care excellence.

Responsibilities

• Maintains and enhances customer services by ensuring procedures are followed and systems used correctly by the SGAL team.
• Follow any new systems procedures within the department.
• Answering the phone in a professional and timely manner (within 3 rings). A good telephone manner is essential.
• Take job orders from clients, including routing, classification of service type, and establishing a deadline.
• Familiarize yourself with all special services we can offer and ensure customers are given all options available.
• Staff time keeping and verbal communication with staff when required.
• Assist out of hours to maintain correct cover staff levels in the event of staff sickness.
• Implement any new systems within the department / team.

Qualifications and Experience

• Experience in the Aerospace field is preferred.
• Extensive customer service experience within freight forwarding is a must, preferably in air logistics.
• Excellent knowledge of international and domestic airline routings, geography and time zones.
• Understanding of the aviation industry and delivering time-critical shipments using all available services.
• Experience in leading and managing a team.

Work Details

• Ability to work in shifts 4 days on, 4 days off from 7 pm until 6:30 am. Night allowance is included in the package.

Benefits and Company Information

• Contributory Sterling pension plan (part of the Kuehne + Nagel group).
• Route 2 Rewards scheme offering discounts, benefit information, recognition, and a wellbeing centre.
• Employee Assistance Program providing access to 24/7 GP, legal and financial advice, and mental health counselling for employees and their immediate family.
• Gold Covenant holding employer; forces-friendly employer recognizing skills, expertise, and value service leavers bring to the organization.