Customer Service Leader / Logistics Company

· Supervise and support the customer service team to ensure high performance and compliance with company standards

· Handle complex customer issues and escalations professionally and promptly

· Monitor team performance through KPIs and provide regular coaching and feedback

· Coordinate with internal departments (e.g., Sales, Operations, Documentation, Accounting) to ensure accurate and timely service delivery

· Review and improve customer service processes to enhance efficiency and client satisfaction

· Train and onboard new customer service staff

· Prepare weekly/monthly reports on customer service performance

· Maintain up-to-date knowledge of company services and procedures

· Build and maintain strong relationships with key clients

·       Knowledge of airfreight, sea freight, logistics…

·       Minimum 3–5 years of customer service experience, preferably in logistics/forwarding

·       Experience in handling Import & Export Cargo, knowledgeable about MNF, ENS, AMS, ISF files

·       Previous supervisory or team lead experience is an advantage

·       Strong communication and interpersonal skills

·       Ability to handle pressure and resolve conflicts efficiently

·       Excellent organizational and multitasking abilities

·       Proficient in Microsoft Office; experience with forwarding software is a plus

.       Good command of English (spoken and written)