Client Service Lead

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 crossâdepartment meetings to align service delivery with business goals.

Skills & Qualifications

Essential

• Experience in freight forwarding logistics or supply chain customer service.
• Strong understanding of air ocean or road freight processes and documentation.
• Excellent communication and problemâsolving skills especially under time pressure.
• Ability to lead motivate and develop a team.
• Proficiency with TMS/CRM systems and shipment tracking tools.

Preferred

• Knowledge of customs procedures Incoterms and international trade regulations.
• Experience managing key accounts or highâvolume freight customers.
• Background in multimodal operations or specific trade lanes.

Key Competencies

• Leadership & Team Development
• Freight Operations Knowledge
• Customer Focus & Relationship Building
• Analytical Thinking & Issue Resolution
• Process Improvement
• Time Management & Prioritization
• Clear and Confident Communication