Client Service Lead

Key Responsibilities

Team Leadership & Performance

• Lead and support a team of freight customer service or client specialist staff.
• Oversee daily workflow including bookings, documentation, tracking, and customer updates.
• Monitor KPIs such as on-time delivery, response times, accuracy of documentation, and customer satisfaction.
• Provide coaching, training, and performance reviews to build a high-performing team.

Client & Stakeholder Management

• Serve as the escalation point for complex shipment issues, delays, customs challenges, or service failures.
• Build strong relationships with key accounts, understanding their operational needs and service expectations.
• Coordinate with carriers, hauliers, warehouses, and internal operations teams to ensure seamless service.
• Provide proactive communication on shipment status, exceptions, and solutions.

Operational Coordination

• Oversee booking processes, freight documentation (B/L, AWB, CMR, commercial invoices), and compliance checks.
• Ensure accurate data entry into TMS/CRM systems and maintain shipment visibility.
• Support coordination of import/export processes, customs clearance, and regulatory requirements.
• Work closely with operations, planning, and sales teams to resolve bottlenecks and improve workflow.

Issue Resolution & Continuous Improvement 

• Investigate service failures, root causes, and implement corrective actions.
• Identify process gaps and recommend improvements to enhance efficiency and customer experience.
• Monitor freight trends, carrier performance, and client feedback to drive service enhancements.
• Support implementation of new systems, tools, or process changes.

Reporting & Communication

• Prepare reports on team performance, shipment exceptions, customer trends, and service metrics.
• Communicate operational updates, priorities, and expectations clearly to the team.
• Participate in cross‑department meetings to align service delivery with business goals.

Skills & Qualifications

Essential

• Experience in freight forwarding, logistics, or supply chain customer service.
• Strong understanding of air, ocean, or road freight processes and documentation.
• Excellent communication and problem‑solving skills, especially under time pressure.
• Ability to lead, motivate, and develop a team.
• Proficiency with TMS/CRM systems and shipment tracking tools.

Preferred

• Knowledge of customs procedures, Incoterms, and international trade regulations.
• Experience managing key accounts or high‑volume freight customers.
• Background in multimodal operations or specific trade lanes.

Key Competencies

• Leadership & Team Development
• Freight Operations Knowledge
• Customer Focus & Relationship Building
• Analytical Thinking & Issue Resolution
• Process Improvement
• Time Management & Prioritization
• Clear and Confident Communication