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About the Role
We are seeking a dynamic and proactive Logistics Customer Service Lead with a strong background in freight forwarding and logistics operations to join our fast-paced, customer-focused team. The ideal candidate will have proven experience managing customer relationships, overseeing shipment coordination, resolving operational issues, and supporting the day-to-day activities of the customer service team.
Responsibilities
- Lead and oversee daily customer service activities, ensuring timely and professional responses to customer inquiries and requests.
- Serve as a primary point of contact for customers, managing shipment-related inquiries, escalations, and issue resolution.
- Coordinate with operations, warehouse, trucking, and other internal teams to ensure smooth and timely movement of shipments.
- Monitor shipments and proactively communicate status updates, delays, exceptions, and resolutions to customers.
- Prepare and review quotations, rates, and service proposals for logistics and freight forwarding services.
- Maintain strong customer relationships by understanding customer needs, anticipating issues, and providing effective solutions.
- Support and guide customer service team members, helping to ensure consistent service quality and adherence to company procedures.
- Identify opportunities to improve customer service processes, operational efficiency, and overall customer satisfaction.
- Assist with account management and customer retention by supporting existing accounts and identifying opportunities for additional services.
- Maintain accurate and up-to-date customer, shipment, and service records in company systems.
- Collaborate with management and cross-functional teams to address customer concerns and improve overall service performance.
Requirements
- Minimum of 3–5 years of customer service experience in logistics, freight forwarding, transportation, or a related industry.
- Previous experience in a lead, senior, or supervisory customer service role is strongly preferred.
- Experience with FTL/LTL, warehousing, and domestic or international freight.
- Experience coordinating shipments and working closely with operations, trucking, and warehouse teams.
- Strong understanding of customer service processes and logistics operations.
- Familiarity with freight forwarding, transportation, and logistics operations.
- Knowledge of shipment tracking, documentation, quotations, and customer account management.
- Experience using TMS, CRM, or other logistics management systems is preferred.
- Strong Microsoft Office skills, particularly Excel and Outlook.
- Strong leadership and organizational skills with the ability to prioritize multiple tasks and deadlines.
- Outgoing, personable, and customer-focused, with a proactive approach to problem-solving.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
- Ability to handle escalated customer issues professionally and effectively.
- Thrives in a fast-paced environment and demonstrates flexibility and adaptability.
- Detail-oriented, dependable, and capable of working independently while collaborating effectively with cross-functional teams.
Skills
- Freight Forwarding
- Logistics Operations
- Customer Relationship Management
- Shipment Coordination
- Issue Resolution
- Customer Service
- Team Support
- Process Improvement
- Account Management
- Record Keeping
- FTL/LTL
- Warehousing
- Domestic Freight
- International Freight
- Shipment Tracking
- Documentation
- Quotations
- TMS
- CRM
- Microsoft Office Suite
- Excel
- Outlook
- Leadership
- Organization
- Prioritization
- Communication
- Interpersonal Skills
- Problem-Solving
- Adaptability
- Detail-Oriented
Experience Level
- 3-5 years