Customer Service Team Lead

1 month ago


Feltham, Greater London, United Kingdom Marken Full time

Job Title: Customer Service Team Lead

Job Summary:

We are seeking a highly skilled Customer Service Team Lead to join our team at Marken. As a key member of our operations team, you will be responsible for providing exceptional customer service and operational support to our clients.

Main Responsibilities:

  • Oversee daily customer service operations and ensure timely completion of tasks.
  • Monitor shipments and ensure delivery within agreed time frames.
  • Provide customers with updates on services-related issues and develop solutions.
  • Develop and maintain excellent working relationships with customers.
  • Analysis of operational problems and development of service solutions.
  • Advising customers on latest booking times and documentation required.
  • Booking shipments using Marken's booking system.
  • Supporting other departments within Marken.
  • Supplying customers with Marken service information.
  • Maintaining customer services team holiday, sickness, overtime records.
  • Arranging customer services shift roster.
  • Attending management meetings and customer meetings as required.

Requirements:

  • 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.
  • Excellent communication and problem-solving skills.
  • Ability to work in a busy environment.
  • Flexibility in working hours required.
  • Weekend coverage and shift work required.

About Marken:

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. We offer a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide.



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