Customer Service Team Lead

Summary:

The Customer Service Team Leader is a pivotal role responsible for leading a team of

executives who manage the entire customer service lifecycle for our clients. This role

ensures the seamless execution of all export and import shipments, from confirmation

through to final document delivery and invoicing. The Team Leader is accountable for

delivering a high level of customer satisfaction, guaranteeing process accuracy, and

coaching their team to achieve operational excellence in a fast-paced shipping

environment.

Key Responsibilities

• Lead, mentor, and develop a team of back-office customer service

representatives.

• Manage team workflow, allocate tasks, and ensure adequate coverage to meet

daily operational demands.

• Conduct regular performance reviews, set objectives, and provide ongoing

coaching and feedback.

• Foster a collaborative, positive, and high-performance team culture.

Operational Excellence:

• Oversee the accurate and timely processing of all core shipping documentation,

including:

• Bills of Lading (B/L) Drafting, amendment, and issuance.
• Shipping Instructions (SI) and Documentation Instructions (DI).
• Arrival Notices and Cargo Release documentation.
• Manage the invoice-to-cash process: ensure accurate and timely billing (freight

and ancillary charges), resolve billing discrepancies, and support the collections

team.

• Guarantee strict adherence to standard operating procedures (SOPs) for all

documentation processes.

• Serve as the primary escalation point for complex documentation and billing

issues from the team and clients.

Quality Control & Compliance:

• Implement and maintain quality control checks on all documentation to prevent

errors and minimize costs.

• Ensure all processes comply with international trade regulations, sanctions, and

company policies.

• Stay updated on industry changes (e.g., customs regulations, digital standards

like e-BL) and ensure team training and compliance.

Process Improvement & Reporting:

• Identify inefficiencies in back-office processes and lead initiatives for

improvement and automation.

• Develop and monitor key performance indicators (KPIs) for the team, such as

productivity, accuracy, and turnaround time.

• Generate regular reports on team performance, backlog, and issue resolution for

senior management.

Stakeholder Management:

• Collaborate effectively with front-line customer service, sales, and operations

teams specifically trans-shipment desk, DG desk, as well as special cargo desk

to ensure a unified customer experience.

• Liaise with overseas offices and agents to resolve documentation and

operational queries.

Technical Skills:

• Expert knowledge of shipping documentation (B/L, SI, D/O, etc.) and

INCOTERMS.

• Proficiency in shipping software and platforms like MS Office Suite,

especially Excel, power BI.

• Strong understanding of end-to-end container shipping processes and

tariff structures.