Lead Customer Service - Hybrid Role in Freight

HireHive; Lusk; Hybrid; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Competitive Salary

Company Pension

Employee Assistance Programme

Company Life Assurance

Up to 23 days annual leave (after 1 yr

Job summary

Ace Express Freight in Blakes Cross, Lusk, Co. Dublin is seeking a Customer Service Team Lead to oversee a fast-paced team handling shipments and logistics queries.

You will manage daily workflows, coach staff, and drive improvements across KPIs and SLAs while reporting on performance. The role offers a permanent contract with a probation period, standard hours 8:30am–5:30pm, Monday to Friday, with an option for hybrid working after probation.

Qualifications

• 2+ years in management, preferably in a similar environment.
• Excellent written and verbal communication.
• Strong leadership and people skills.
• Proficient IT and reporting abilities.
• Excellent attention to detail and analytical skills.
• Ability to meet strict deadlines.
• Ability to work on own initiative.
• Hands-on management style.
• Flexible attitude to work.
• Customer-focused with track record of meeting/exceeding expectations.
• Ability to prioritise workload and achieve targets.
• Self-motivated and driven to achieve targets.
• Professional approach and follow-through on queries.

Responsibilities

• Manage the Customer Service and PXP desk teams, ensuring queries are logged and resolved within agreed timeframes.
• Manage daily workflows and 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.
• Work 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.

Skills

Management experience

Communication skills

Leadership

IT & Reporting

Attention to detail

Deadline discipline

Self-motivation

Hands-on management

Flexibility

Customer focus

Prioritization

Initiative

Job description

Ace Express Freight in Blakes Cross, Lusk, Co. Dublin is seeking a Customer Service Team Lead to oversee a fast-paced team handling shipments and logistics queries.

You will manage daily workflows, coach staff, and drive improvements across KPIs and SLAs while reporting on performance. The role offers a permanent contract with a probation period, standard hours 8:30am–5:30pm, Monday to Friday, with an option for hybrid working after probation.