Heathrow Personnel
Customer Service Team Leader – Airfreight Imports
Reporting to: Import Manager
About the Role
We are seeking an experienced Customer Service Team Leader to oversee our Airfreight Imports Customer Service team. You will be responsible for delivering exceptional customer service, managing key import accounts, supporting operational efficiency, and leading a high-performing team within a fast-paced freight forwarding environment.
Key Responsibilities
Customer Service & Operations
- Act as the main escalation point for import customers and resolve complex issues.
- Manage customer enquiries relating to import shipments, customs clearance, documentation, and deliveries.
- Maintain proactive communication with customers, overseas agents, airlines, and internal departments.
- Ensure accurate and timely processing of import documentation and compliance requirements.
- Coordinate with Customs, Warehouse, and Transport teams to ensure smooth shipment delivery.
- Oversee job costing and billing accuracy.
Team Leadership
- Lead, motivate, and develop the Import Customer Service team.
- Allocate workloads and monitor team performance against service targets.
- Provide coaching, training, and regular performance reviews.
- Ensure compliance with company policies and industry regulations.
Commercial Support
- Assist with rate requests, quotations, and customer solutions.
- Support key customer relationships and service delivery.
- Identify operational risks and opportunities for improvement.
Continuous Improvement
- Drive process improvements and service enhancements.
- Support the implementation of new systems and procedures.
- Contribute to achieving departmental KPIs and business objectives.
Requirements
- Previous experience in Airfreight Imports within a freight forwarding environment.
- Strong customer service and account management skills.
- Experience leading or supervising a team.
- Good understanding of customs procedures and import documentation.
- Excellent communication, organisation, and problem-solving abilities.
- Commercial awareness and ability to work in a fast-paced environment.
4 on 4 off Days
To apply for this job please visit www.reed.co.uk.
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