Customer Service Team Lead

4 weeks ago

Feltham, Greater London, United Kingdom Marken Full time

Job Summary:

The Customer Service Team Lead will provide an enhanced level of customer services and operational support. You will oversee and ensure daily operations are completed in a timely manner & according to company's standards.

Main Responsibilities:

  • Oversee daily Customer Services operations and monitor the level of service provided.
  • Monitor all inbound and outbound shipments on a daily basis to ensure that shipments are delivered within agreed time frames.
  • Advise customers on a daily basis of any services-related issues (Customs detentions, eta flights/trucks).
  • Work with customers on a daily basis with the aim of developing an excellent working relationship.
  • Analyze repetitive operational problems and develop possible service solutions.
  • Advise customers of the latest booking times and documentation required.
  • Book shipments using the Marken booking system.
  • Support other departments within Marken – Customer Relationship Management/Transport/Operations and Sales.
  • Supply customers with Marken Service information.
  • Potential customer information to be given to the Sales department.
  • Maintain customer services team holiday, sickness, overtime records.
  • Arrange Customer Services shift Roster.
  • Attend management meetings weekly.
  • Attend meetings with customers if required.
  • Assist auditors if required.
  • Train Customer Services staff.

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.
  • Ability to deal with enquiries and day-to-day issues.
  • Excellent communication skills.
  • Excellent problem-solving and prioritization skills essential.
  • Excellent teamwork skills.
  • Flexibility in working hours required.
  • Weekend coverage, ability to handle shift work required in Customer Service.
  • Working with key decision-makers.
  • Able to influence others to ensure business targets are met.
  • Working within a busy environment.
  • Excel/Word Qualifications.
  • Any other ad-hoc duties.

About Marken:

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.

Mission Statement:

Moving Our World Forward by Delivering What Matters.

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