Client Service Lead

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our clients 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

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.
• 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.

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 highâvolume freight customers preferred but not required.
• 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

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.