Freightserve are looking to recruit a Customer Service Team Leader for a major Heathrow Freight Forwarder. The company are currently expanding their successful operation. This is a fantastic opportunity to join a company committed to providing quality, innovative value and logistics services. To meet customers’ requirements for the safe and efficient transport of their cargo effectively and in accordance with company operational procedures and statutory requirements including Health & Safety to the satisfaction of clients and the profit of the company Key Tasks • Timely and effective communication with Customers, partners &internal departments via e-mail & telephone. • Effective monitoring to ensure deliveries are completed within the agreed timelines. • Pro-active problem solving with customers and colleagues when issues arise. • Resolve Credit Management Queries where necessary. • General Day to Day administrative duties. • Handling complex customer inquiries or complaints that have been escalated from frontline staff/manager. • Developing and implementing customer service policies & procedures. Duties / Responsibilities • Provision of PODs to meet customer requirements where necessary. • Provide KPI and reports both externally and internally where required • Ensure consignments are rated correctly in order to Invoice in an accurate and timely manner. • Ensure that all Delivery and Collection consignments are conforming to correct information. • Liaise with Operations and overseas offices to ensure customer commitments are delivered upon. • Updating / Verifying the Order Management System with customer booking details. • 121’s with the team individually monthly and presenting in a monthly team meeting and Sales/CS meeting. Skills and Competencies • Be Customer focused with dedication in your service delivery to meet Customer needs. • To show leadership qualities and ensure the team are proactive and organised. • Ability to maintain positive mind-set when working under pressure, re-prioritising workload where necessary. • Be reliable with the ability to multitask and have strong problem-solving skills with knowledge of Logistics. • Strong attention to detail, accuracy and numeracy. • Excellent IT skills with the ability to learn new systems quickly as required. • Excellent communication skills both verbal/written with a polite & professional telephone manner. Please only apply if you have the necessary experience as only people with the correct experience will be contacted