Logistics Customer Service Lead

Description

We are seeking a dynamic and proactive Logistics Customer Service Lead with a strong background in freight forwarding and logistics operations to join our fast-paced, customer-focused team. The ideal candidate will have proven experience managing customer relationships, overseeing shipment coordination, resolving operational issues, and supporting the day-to-day activities of the customer service team.

Requirements

• Lead and oversee daily customer service activities, ensuring timely and professional responses to customer inquiries and requests.
• Serve as a primary point of contact for customers, managing shipment-related inquiries, escalations, and issue resolution.
• Coordinate with operations, warehouse, trucking, and other internal teams to ensure smooth and timely movement of shipments.
• Monitor shipments and proactively communicate status updates, delays, exceptions, and resolutions to customers.
• Prepare and review quotations, rates, and service proposals for logistics and freight forwarding services.
• Maintain strong customer relationships by understanding customer needs, anticipating issues, and providing effective solutions.
• Support and guide customer service team members, helping to ensure consistent service quality and adherence to company procedures.
• Identify opportunities to improve customer service processes, operational efficiency, and overall customer satisfaction.
• Assist with account management and customer retention by supporting existing accounts and identifying opportunities for additional services.
• Maintain accurate and up-to-date customer, shipment, and service records in company systems.
• Collaborate with management and cross-functional teams to address customer concerns and improve overall service performance.

Qualifications and Skills

Experience

• Minimum of 3–5 years of customer service experience in logistics, freight forwarding, transportation, or a related industry.
• Previous experience in a lead, senior, or supervisory customer service role is strongly preferred.
• Experience with FTL/LTL, warehousing, and domestic or international freight.
• Experience coordinating shipments and working closely with operations, trucking, and warehouse teams.
• Strong understanding of customer service processes and logistics operations.

Technical Knowledge

• Familiarity with freight forwarding, transportation, and logistics operations.
• Knowledge of shipment tracking, documentation, quotations, and customer account management.
• Experience using TMS, CRM, or other logistics management systems is preferred.
• Strong Microsoft Office skills, particularly Excel and Outlook.

Leadership & Personality Traits

• Strong leadership and organizational skills with the ability to prioritize multiple tasks and deadlines.
• Outgoing, personable, and customer-focused, with a proactive approach to problem-solving.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Ability to handle escalated customer issues professionally and effectively.
• Thrives in a fast-paced environment and demonstrates flexibility and adaptability.
• Detail-oriented, dependable, and capable of working independently while collaborating effectively with cross-functional teams.