Lead Freight Client Services Specialist

Crane Worldwide UK Limited; Greater London; On-site; GBP 52,000 - 78,000; Full time

Job summary

Crane Worldwide Logistics is seeking a Client Specialist Lead to oversee a freight customer service team and manage end-to-end shipments across air, ocean, road, and multimodal networks.

Role requires experience in freight forwarding and strong client management; you will coordinate with carriers, warehouses, and internal teams while driving service improvements and ensuring timely updates to clients.

Qualifications

• Experience in freight forwarding, logistics, or supply chain customer service.
• Understanding of air, ocean, or road freight processes and documentation.
• Excellent communication and problem-solving skills under time pressure.
• Ability to lead, motivate, and develop a team.
• Proficiency with TMS/CRM systems and shipment tracking tools.

Responsibilities

• Lead and support a team of freight customer service or client specialist staff.
• Oversee daily workflow including bookings, documentation, tracking, and customer updates.
• Monitor KPIs such as on-time delivery, response times, accuracy of documentation, and customer satisfaction.
• Provide coaching, training, and performance reviews to build a high-performing team.
• Oversee booking processes, freight documentation, and compliance checks.

Skills

Freight industry experience

Logistics/customer service

Communication under pressure

Team leadership

TMS/CRM proficiency

Education

3-5 years in customer service role

Customs procedures & Incoterms knowledge

Tools

TMS

CRM systems

Shipment tracking tools

Job description

Crane Worldwide Logistics is seeking a Client Specialist Lead to oversee a freight customer service team and manage end-to-end shipments across air, ocean, road, and multimodal networks.

Role requires experience in freight forwarding and strong client management; you will coordinate with carriers, warehouses, and internal teams while driving service improvements and ensuring timely updates to clients.