Experienced Customer Service Team Lead – Hybrid Work Model at arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading logistics and transportation company, we're committed to innovation, excellence, and customer satisfaction. We're now seeking an experienced Customer Service Team Lead to join our team and help drive our success.
What makes arenaflex incredible? Our people!
We believe that every employee's unique contributions make us the #1 Logistics and Transportation Company in the world. arenaflex is a global leader in logistics and transportation, with a presence in over 220 countries. We're part of Deutsche Post DHL, the world's leading logistics supplier.
About the Role
We're looking for a motivated and experienced Customer Service Team Lead to join our Same Day team. As a key member of our team, you'll be responsible for leading, guiding, and mentoring our Customer Service team to deliver exceptional customer experiences. You'll work closely with our team to drive business growth, improve customer satisfaction, and achieve our business objectives.
Key Responsibilities
* Oversees and drives the execution of the Customer Service team
- Drives the achievement of Customer Service team KPIs
- Mentors, counsels, and provides guidance to the Customer Service team
- Identifies training needs and opportunities to develop a highly skilled Customer Service team
- Serves as a liaison point for parties within the team
- Provides strong leadership to staff and manages escalations and issue resolution as needed
- Participates in surveys with Customer Service Supervisors to identify areas of improvement, review KPIs, and enhance overall service quality
- Focuses on and delegates work tasks among team members
- Ensures that all customer inquiries are handled promptly and professionally
- Collaborates with other functional units to ensure a smooth customer-related process flow
- Plays an active role in the development, learning opportunities, and training of Customer Service Subject Matter Experts
- Fills in as a liaison point for clients, Customers, abroad offices, and other groups
- Raises issues as needed to Customer Service Manager or potentially SMT
- Provides professional and exceptional service to the team; inspiring the team to move towards the same customer experience
- Aids the management of the daily responsibility handling messages, calls, and executing order processing
Requirements
* Proven history in a Customer Service or other customer-facing role, with excellent customer communication skills
- Strong knowledge of Same Day business products and business systems
- Proven history of managing multiple priorities and expectations within a fast-paced customer service environment
- Proficiency in MS Word and Excel
- Should be process-driven and focused on achieving positive/effective results
- Strong knowledge of Customer Service cycles and systems
- Ability to take ownership and steer the Customer Service team
- Ability to recognize and address customer issues in a wonderful and courteous way
- Excellent communication, inspiration, and interpersonal skills
- Independent working style
- Excellent phone and email manners
Business Acumen
* Strong knowledge of English (verbal/written)
- Have strong leadership characteristics and attributes
What We Offer
* Competitive salary
- Full benefits package, including medical, dental, and vision insurance, 401k, and education assistance
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
About arenaflex
arenaflex is an equal opportunity employer. We assess qualified candidates regardless of race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.
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