At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch service delivery.
- Company: Join UPS, a Fortune Global 500 company with a rewarding culture.
- Benefits: Enjoy a permanent full-time role with competitive pay and growth opportunities.
- Other info: Flexible working hours and a vibrant team environment await you.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Bachelor's degree and 3 years of customer service experience required.
The predicted salary is between 35000 - 45000 £ per year.
Join to apply for the Customer Service Team Lead role at UPS. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
Job Purpose: The Customer Service Team Lead will provide an enhanced level of customer services and operational support. You will oversee and ensure daily operations are completed in a timely manner & according to company’s standards.
Main Duties And Responsibilities:
- Overseeing daily Customer Services operations and monitoring level of service provided.
- Monitoring all inbound and outbound shipments on a daily basis to ensure that shipments are delivered within agreed time frames.
- Advising customers on a daily basis of any services related issues (Customs detentions, eta flights/trucks).
- Working with customers on a daily basis with the aim of developing an excellent working relationship.
- Analysis of repetitive operational problems and development of possible service solutions.
- Advising customer latest booking times and documentation required.
- Booking shipment with use of Marken booking system.
- Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales.
- Supplying customers with Marken Service information.
- Potential customer information to be given to the Sales department.
- Maintaining customer services team holiday, sickness, overtime records.
- Arranging Customers Services shift Roster.
- Attending management meetings weekly.
- Attending meetings with customers if required.
- Assisting auditors if required.
- Training Customers services staff.
Qualifications:
- Bachelor’s degree in business administration or equivalent college degree.
- 3 years of proven experience in a customer service role.
- PC/System Literate.
- Courier and/or Air Freight Industry experience.
- Ability to deal with enquiries and day to day issues.
- Excellent communication skills.
- Excellent problem solving and prioritisation skills essential.
- Excellent teamwork skills.
- Flexibility in working hours required. Weekend coverage, ability to handle shift work required in Customer Service.
- Working with key decision makers.
- Able to influence others to ensure business targets are met.
- Working within a busy environment.
Employee Type: Permanent
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Truck Transportation
Customer Service Team Lead employer: UPS
Polar Speed Distribution Ltd offers an exceptional work environment for Medical Multidrop Drivers, with a strong focus on employee well-being and professional growth. Located in Rochester, Kent, the company provides competitive pay, a supportive team culture, and opportunities for skill development within the healthcare logistics sector. As part of UPS, employees benefit from a robust network and resources that enhance their career prospects while contributing to vital medical deliveries.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UPS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UPS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UPS:Your cover letter is your chance to shine! Tell us why you want to work at UPS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UPS!
How to prepare for a job interview at UPS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
