Find a job 
Featured Companies 
Featured Universities 
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: 3-5 years in customer service with a focus on freight or logistics.
- 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 in London 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 London
✨Tip Number 1
Network like a pro! Reach out to people in the logistics and freight forwarding industry. Attend events, join online forums, and connect with professionals on LinkedIn. 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 seen. Plus, it shows you’re serious about joining Crane Worldwide Logistics and are keen to be part of our amazing team.
We think you need these skills to ace Customer Service Lead in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your background in freight forwarding and customer service, as this will show us you're a great fit for the Customer Service Lead role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about logistics and how your experience aligns with our needs. Share specific examples of how you've resolved complex shipment issues or improved customer satisfaction in previous roles.
Showcase Your Leadership Skills: Since this role involves leading a team, make sure to highlight any leadership experience you have. Talk about how you've motivated teams, provided coaching, or managed performance reviews to build high-performing groups.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and we can get back to you quicker. Plus, it shows us you're serious about joining our team!
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’ve motivated staff or resolved conflicts. This will demonstrate your ability to build a high-performing team, which is crucial for the Customer Service Lead position.
✨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 identified root causes and implemented solutions. This will highlight your analytical thinking and issue resolution skills.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing operational updates or customer interactions. Good communication is key in this role, so showing that you can convey information effectively will set you apart from other candidates.
