Customer Service Team Lead

United Parcel Service Of America; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

United Parcel Service Of America is seeking a Customer Service Team Lead to oversee daily operations and deliver high-level customer service. The ideal candidate will possess a Bachelor's degree in business administration, at least 3 years of experience in a customer service role, and exceptional communication skills. This permanent position offers a chance to work with a leading company, fostering a rewarding culture and innovative workplace.

Qualifications

• 3 years of proven experience in a customer service role.
• PC/System Literate.
• Experience in Courier and/or Air Freight Industry.

Responsibilities

• Overseeing daily Customer Services operations.
• Monitoring inbound and outbound shipments.
• Advising customers on service-related issues.

Skills

Excellent communication skills

Problem solving

Teamwork

Flexibility

Education

Bachelor’s degree in business administration

Tools

Excel

Word

Job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

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

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