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- 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: 3-5 years in customer service with a focus on freight or logistics.
- Other info: Opportunity to develop leadership skills in a fast-paced industry.
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:- 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.
- 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.
- 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
- Time Management & Prioritisation
- Clear and Confident Communication
Customer Service Lead in Feltham 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 in Feltham
✨Tip Number 1
Get to know the company inside out! Research Crane Worldwide Logistics, their values, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and logistics. Think about your past experiences and how they relate to the role of Customer Service Lead.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips and maybe even put in a good word for you. Plus, it shows you're genuinely interested in the company.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Crane Worldwide Logistics.
We think you need these skills to ace Customer Service Lead in Feltham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match 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!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service in logistics and how your background makes you the perfect fit for our team.
Showcase Your Problem-Solving Skills: In the logistics world, challenges pop up all the time. Share examples in your application of how you've tackled complex issues in the past, especially under pressure. We love a good problem-solver!
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’s super easy!
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 team, which is crucial for the Customer Service Lead position.
✨Prepare for Problem-Solving Questions
Expect questions about how you've handled complex shipment issues or service failures in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical thinking and issue resolution skills.
✨Build Rapport with Interviewers
During the interview, focus on building a connection with your interviewers. Ask insightful questions about their operations and express genuine interest in their challenges. This shows that you’re not just looking for a job, but are keen to contribute to their success.
