Customer Service Team Lead

Ace Express Freight; Lusk; Hybrid; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Competitive Salary

Company Pension

Employee Assistance Programme

Company Life Assurance

Up to 23 days annual leave

Job summary

Ace Express Freight in Blakes Cross, Lusk, Co. Dublin is seeking a Customer Service Team Lead to oversee a fast-paced team in freight forwarding. You will ensure high-quality service, manage inquiries, and drive resolution of shipment-related issues.

The role includes supervising daily workflows, coaching staff, and delivering KPI reports while promoting a culture of continuous improvement and strong customer focus.

Qualifications

• 2+ years management experience in a similar environment.
• Excellent communication and interpersonal skills (written and verbal).
• Excellent leadership and people skills.
• Excellent IT reporting skills.
• Excellent attention to detail and analytical skills.
• Ability to adhere to strict deadlines.
• Hands-on approach to management.
• Flexible attitude to work.
• Customer focused with a proven track record of meeting and exceeding customer expectations.
• Ability to prioritise workload and ensure all targets are achieved.
• Self-motivated and driven to achieve set targets.
• Professional approach in all aspects and follow-through on queries until resolution.

Responsibilities

• Oversee Customer Service and PXP desk teams, ensuring queries are logged and resolved within agreed timeframes.
• Manage daily workflows and even workload distribution.
• Provide regular feedback, coaching, and development opportunities for team members.
• Drive continuous improvement across KPIs, SLAs, and service levels.
• Prepare and deliver weekly and monthly KPI reports.
• Collaborate cross-functionally to support business objectives.
• Identify and implement annual training needs aligned with industry standards.
• Ensure Health & Safety policies are followed and related duties supported.
• Handle invoicing, inbox queries, quality issues, and customer reporting.
• Lead, motivate and develop the team while fostering a positive culture of development.
• Support onboarding and training of new starters and assist with performance reviews.

Skills

Team Leadership

People Management

Communication

IT Reporting

Attention to Detail

Deadline Driven

Customer Focus

Initiative

Job description

About Us

Ace Express Freight are a global freight forwarding company with more than 30 years’ experience and a network of world‑class partners. We are proud to have been awarded the Deloitte ‘Ireland’s Best Managed Company’ accolade for 17 years in a row, a testimony to our culture of continuous improvement, our investment in our people, and our philosophy of going the extra mile for our customers.

About The Role

Ace Express Freight are looking for a Customer Service Team Lead. The successful candidate will be responsible for overseeing a team of customer service representatives within a fast‑paced freight‑forwarding environment. This role ensures high‑quality service delivery, efficient handling of customer inquiries, and effective resolution of issues related to shipments, deliveries, and logistics operations.

Contract Type

Permanent (6-month probationary period).

Working Hours

8:30am to 5:30pm, Monday to Friday.

Location

Blakes Cross, Lusk, Co. Dublin (option of hybrid working post probation).

Duties of the Role

• Manage the Customer Service and PXP desk teams, ensuring all queries are logged and resolved within agreed timeframes.
• Managing daily workflows and ensuring even distribution of workload.
• Provide regular feedback, coaching, and development opportunities for team members.
• Drive continuous improvement across KPIs, SLAs, and overall customer/partner service levels.
• Prepare and deliver weekly and monthly KPI reports.
• Working cross-functionally within the company to achieve business objectives.
• Identify and implement annual training needs in line with industry standards.
• Ensure compliance with Health Safety policies and support related duties.
• Carrying out administrative tasks including invoicing, responding to inbox queries and quality issues, and customer reporting.
• Lead, motivate, and develop the team while promoting a positive work environment and culture of continuous development.
• Support onboarding and training of new starters and assist with performance reviews.Ad hoc duties, as required.

Essential Requirements

• 2 years+ management experience (preferably in a similar environment).
• Excellent communication and interpersonal skills (both written and verbal).
• Excellent leadership and people skills.
• Excellent IT Reporting skills.
• Excellent attention to detail and analysing skills.
• Ability to adhere to strict deadlines.
• Ability to work on own initiative.
• ‘Hands On’ approach to management.
• Flexible attitude to work.
• Customer focused with a proven track record of meeting and exceeding customer expectations.
• Ability to prioritise workload and ensure all targets are achieved.
• Self-motivated and driven to achieve set targets.
• Must ensure professional approach in all aspects of the role and ability to follow through on queries until resolution is sought.

Benefits

• Competitive Salary
• Company Pension
• Employee Assistance Programme
• Company Life Assurance
• Up to 23 days annual leave (after 1 year of service)

This job description is intended to provide a general overview of the principal responsibilities and qualifications associated with this role. It is not intended to be an exhaustive list of all duties, responsibilities, or requirements. The successful candidate may be required to perform additional duties appropriate to the role, either now or in the future.

Ace Express Freight is an Equal Opportunities Employer