Logistics Customer Service Lead

IGH Holding Inc.; Village of Valley Stream (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

IGH Holding Inc. is seeking a Logistics Customer Service Lead to join our fast-paced logistics team in New York. You will oversee daily customer service activities, coordinate shipment movements, and act as the main liaison for customers, ensuring timely responses and effective issue resolution.

The role requires 3-5 years in logistics customer service and experience leading a team. You will work with Operations, Warehouse, and trucking to maintain smooth, compliant service and drive customer

Qualifications

• 3-5 years of customer service experience in logistics, freight forwarding, transportation, or related行业.

Responsibilities

• Lead daily customer service activities with timely, professional responses.
• Serve as primary contact for shipment inquiries, escalations, and issue resolution.
• Coordinate with operations, warehouse, trucking, and other internal teams for smooth shipments.
• Monitor shipments and provide status updates, delays, exceptions, and resolutions.
• Prepare quotations, rates, and service proposals for logistics and freight forwarding services.
• Maintain strong customer relationships by understanding needs and proactive problem solving.
• Support and guide team members to ensure consistent service quality.
• Identify opportunities to improve customer service processes and efficiency.
• Assist with account management and customer retention.

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Tools

TMS

CRM

Excel

Outlook

Job description

Description

We are seeking a dynamic and proactive Logistics Customer Service Lead with a strong background in freight forwarding and logistics operations to join our fast-paced, customer-focused team. The ideal candidate will have proven experience managing customer relationships, overseeing shipment coordination, resolving operational issues, and supporting the day-to-day activities of the customer service team.

Requirements

• Lead and oversee daily customer service activities, ensuring timely and professional responses to customer inquiries and requests.
• Serve as a primary point of contact for customers, managing shipment-related inquiries, escalations, and issue resolution.
• Coordinate with operations, warehouse, trucking, and other internal teams to ensure smooth and timely movement of shipments.
• Monitor shipments and proactively communicate status updates, delays, exceptions, and resolutions to customers.
• Prepare and review quotations, rates, and service proposals for logistics and freight forwarding services.
• Maintain strong customer relationships by understanding customer needs, anticipating issues, and providing effective solutions.
• Support and guide customer service team members, helping to ensure consistent service quality and adherence to company procedures.
• Identify opportunities to improve customer service processes, operational efficiency, and overall customer satisfaction.
• Assist with account management and customer retention by supporting existing accounts and identifying opportunities for additional services.
• Maintain accurate and up-to-date customer, shipment, and service records in company systems.
• Collaborate with management and cross-functional teams to address customer concerns and improve overall service performance.

Qualifications and Skills

Experience

• Minimum of 3-5 years of customer service experience in logistics, freight forwarding, transportation, or a related industry.
• Previous experience in a lead, senior, or supervisory customer service role is strongly preferred.
• Experience with FTL/LTL, warehousing, and domestic or international freight.
• Experience coordinating shipments and working closely with operations, trucking, and warehouse teams.
• Strong understanding of customer service processes and logistics operations.

Technical Knowledge

• Familiarity with freight forwarding, transportation, and logistics operations.
• Knowledge of shipment tracking, documentation, quotations, and customer account management.
• Experience using TMS, CRM, or other logistics management systems is preferred.
• Strong Microsoft Office skills, particularly Excel and Outlook.

Leadership & Personality Traits

• Strong leadership and organizational skills with the ability to prioritize multiple tasks and deadlines.
• Outgoing, personable, and customer-focused, with a proactive approach to problem-solving.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Ability to handle escalated customer issues professionally and effectively.
• Thrives in a fast-paced environment and demonstrates flexibility and adaptability.
• Detail-oriented, dependable, and capable of working independently while collaborating effectively with cross-functional teams.