Client Service Lead in London

LHR GBR London
Units 8 X2
Hatton Cross Centre
Middlesex, MD TW62GE, GBR

LHR GBR London
Units 8 X2
Hatton Cross Centre
Middlesex, MD TW62GE, GBR

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 Client Specialist 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

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Recruitment Agency Policy

At Crane Worldwide3 Logistics we manage all hiring directly and do not accept unsolicited CVs or candidate profiles from recruitment agencies or search firms. Agencies must not contact our employees or managers directly with candidate details.

Where recruitment support is required, we will engage trusted partners through a formal written agreement. Any CVs received without such an agreement will be treated as direct applications, and (Company Name) will not be liable for any associated placement fees.

We appreciate your cooperation in respecting this policy.

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