Purpose of the Job
The Customer Service Lead, reporting to the Control Tower Supervisor, will support logistics involving transportation, warehousing, and the flow of material, and is responsible for aiding all the incoming and outgoing orders along with documentation required for the movement. With direct contact to the Customer, the Customer Service Lead will control the flow of information and resolution of issues with the client. This role will be centered around leading and managing the customer services process and will not manage the people.
Job Description
Typical duties include, but are not limited to:
Team Leadership & Oversight:
- Lead- Customer Service Representatives, ensuring inquiries are followed up and actioned promptly.
- Provide mentorship, guidance, and problem-solving support to the team.
- Lead by example in delivering exceptional customer service and lead escalations effectively.
Customer Engagement & Relationship:
- Act as a primary liaison for customers, planners, and internal teams to resolve concerns efficiently.
- Ensure a proactive approach to customer satisfaction through process improvements and service initiatives.
- Monitor feedback trends to identify areas for enhancement and maintain strong relationships with customers.
Operational Coordination & Efficiency:
- Oversee daily troubleshooting for service-related concerns and ensure quick resolutions.
- Implement structured processes and procedures to optimize workflow and improve service effectiveness.
- Maintain up-to-date knowledge of company products and services, sharing insights with the team.
Cross-Functional Collaboration & Reporting:
- Work closely with each department to address complex customer needs with delays and or errors and issues.
- Ensure accurate documentation, classification, and archiving of all customer service records.
- Perform data entry, verification, and reporting, ensuring accuracy and confidentiality.
Performance & Process Improvement:
- Research errors in documentation to maintain seamless service operations.
- Support continuous improvement of customer service processes through innovation and system updates.
- Provide functional guidance and training to less experienced team members for team development.
- Special project support as required.
Job Requirements - Experience and Education
COMPETENCIES, SKILLS & QUALIFICATIONS:
- Proven experience in Control Tower/Customer Service role.
- Conceptual thinking & innovation.
- Achievement drive.
- Organizational commitment.
- Customer service orientation.
- Integrity.
- Relationship building and interpersonal skills.
- Teamwork.
- Flexibility and exemplary attendance.
- Initiative.
- Strong communication - written, verbal and interpersonal skills (responses to on-site customer, procedures, standards etc.).
- Ability to manage challenging customers.
- Time management skills.
- Problem solving skills.
- Analytic skills.
- Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook).
ADDITIONAL REQUIREMENTS:
- In addition to the duties and responsibilities listed, the postholder may be required to perform other duties assigned by the Control Tower Supervisor/Senior Logistics Operations Manager from time to time. Subject to adequate experience and/or training.
- To participate in the annual performance appraisal and objective setting scheme.
- To work in accordance with all company policies including Health and Safety, Employment, Staff, Quality and Environmental.
- It is important that during the employment with the Company and any time thereafter, that any information relating to the affairs of the Company is treated with the highest level of confidentiality.