Customer Service Team Lead

UPS; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

UPS is seeking a Customer Service Team Lead in London to enhance customer service and operational support. The ideal candidate will oversee daily operations, ensure timely deliveries, and maintain high service levels, while working closely with customers and team members to foster excellent relations. A Bachelor's degree and relevant experience are required for this mid-senior level role in the truck transportation industry.

Qualifications

• 3 years of proven experience in a customer service role required.
• Courier and/or Air Freight Industry experience is preferred.
• Flexibility in working hours required.

Responsibilities

• Overseeing daily Customer Services operations and monitoring level of service.
• Advising customers on service-related issues.
• Training customers services staff.

Skills

Excellent communication

Problem solving

Teamwork

Education

Bachelor’s degree in business administration

Tools

PC/System Literate

Excel

Word

Job description

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Job Description

Job Purpose:

The Customer Service Team Lead will provide an enhanced level of customer services and operational support. You will oversee and ensure daily operations are completed in timely manner & according to company’s standards.

Main Duties And Responsibilities

• Overseeing daily Customer Services operations and monitoring level of service provided.
• Monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames.
• Advising customers on daily basis of any services related issues (Customs detentions, eta flights/trucks).
• Working with customers on daily basis with the aim of developing an excellent working relationship.
• Analysis of repetitive operational problems and development of possible service solutions.
• Advising customer latest booking times and documentation required.
• Booking shipment with use of Marken booking system.
• Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales
• Supplying customers with Marken Service information
• Potential customer information to be given to the Sales department
• Maintaining customer services team holiday, sickness, overtime records
• Arranging Customers Services shift Roster
• Attending management meetings weekly
• Attending meetings with customers if required
• Assisting auditors if required
• Training Customers services staff
  
  

Qualifications

• Bachelor’s degree in business administration or equivalent college degree
• 3 years of proven experience in a customer service role.
• PC/System Literate
• Courier and/or Air Freight Industry experience
• Ability to deal with enquires and day to day issues
• Excellent communication skills
• Excellent problem solving and prioritization skills essential
• Excellent teamwork skills.
• Flexibility in working hours required.
• Weekend coverage, ability to handle shift work required in Customer Service
• Working with key decision makers
• Able to influence others to ensure business targets are met.
• Working within a busy environment.
• Excel/Word Qualifications
  
  

Employee Type

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Truck Transportation

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