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For Companies At a Glance
- Tasks: Lead a dynamic team in managing shipments and resolving logistics challenges.
- Company: Join Crane Worldwide Logistics, a global leader in supply chain solutions.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer experiences in logistics.
- Qualifications: Experience in logistics and strong leadership skills are essential.
- Other info: Be part of a collaborative culture with opportunities for continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges. The Customer Service Lead in a freight environment oversees a team responsible for managing shipments, resolving logistics issues, and delivering exceptional service to shippers, consignees, and key accounts. This role blends operational oversight with strong client management, ensuring smooth end-to-end freight movement across air, ocean, road, or multimodal networks.
Key Responsibilities
- 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
- Experience in freight forwarding, logistics, or supply chain customer service.
- 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.
Education and Experience Required
- 3-5 years experience in similar Customer Service role.
- Knowledge of customs procedures, Incoterms, and international trade regulations.
- Experience managing key accounts or high-volume freight customers preferred but not required.
- Background in multimodal operations or specific trade lanes.
Leadership & Team Development
- Freight Operations Knowledge
- Customer Focus & Relationship Building
- Analytical Thinking & Issue Resolution
- Process Improvement
- Clear and Confident Communication
Customer Service Lead employer: Crane Worldwide Logistics
Contact Detail:
Crane Worldwide Logistics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the logistics and supply chain industry. Attend events, join online forums, and don’t be shy about asking for introductions. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Crane Worldwide Logistics thoroughly. Understand their services, values, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves resolving logistics issues, think of examples from your past experiences where you successfully tackled challenges. Be ready to share these during interviews to demonstrate your capabilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining Crane Worldwide Logistics and are familiar with their processes.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Lead role. Highlight your experience in freight forwarding and logistics, and don’t forget to mention any leadership roles you've had. We want to see how you can bring your unique skills to our team!
Showcase Your Achievements: When writing your application, include specific examples of how you've improved customer satisfaction or resolved complex issues in the past. Numbers and metrics can really make your achievements stand out, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Crane Worldwide Logistics!
How to prepare for a job interview at Crane Worldwide Logistics
✨Know Your Freight Basics
Before the interview, brush up on your knowledge of air, ocean, and road freight processes. Understanding the documentation involved, like B/L and AWB, will show that you’re serious about the role and can hit the ground running.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams. Think of specific examples where you motivated your team or resolved conflicts. This will demonstrate your ability to manage and develop a high-performing customer service team.
✨Prepare for Problem-Solving Questions
Expect questions about how you would handle complex shipment issues or service failures. Prepare a few scenarios from your past experience where you successfully resolved logistics challenges, highlighting your analytical thinking and communication skills.
✨Build Rapport with Interviewers
Remember, this role is all about client management. Use the interview as an opportunity to build rapport with your interviewers. Ask them about their experiences at Crane Worldwide Logistics and share your enthusiasm for providing exceptional service.
