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Today - 02 Sep
Vip CV
Information about vacant position:
- Specialization/Specialty: Logistics / Transport
Air Freight Transportation, Courier Services, Express Delivery Services, Cross-border Transportation, Customs operations/declarations, E-commerce Logistics Sales Customer Service Excellence, Customer service Administration / Business Management Call center management, Service management, TOP management - Industry / Field: Transportation, Logistics & Supply Chain
Import & Export, Warehousing, Logistics & Supply Chain, Package/Freight Delivery, Transportation/Trucking/Railroad, Maritime - Seniority level: Senior-Level
- Schedule: Full-time
- Employment form: Open-ended contract
- Work Location: Work from home
Employer requirement:
- Work Experience: Experience is not important - both inexperienced and experienced candidates will be considered
- Minimal educational level: Master, Bachelor
- Languages: English
InXpress Southampton | Full time | Remote
About Us
InXpress Southampton is a leading franchise within the InXpress global shipping and logistics network. We help businesses of all sizes ship smarter, working with world class carriers including DHL and FedEx alongside specialist freight forwarding partners. Our customers rely on us for responsive, knowledgeable support and that is exactly what our customer service team delivers every day.
The Role
We are looking for an experienced Customer Service Manager to take ownership of our customer experience, lead our customer service team and drive service performance to the next level. This is a hands on management role where you will shape how we serve our customers, from the first call to long term account retention.
Your goal is simple: turn our customers into loyal, long term accounts by delivering a service defined by high reliability, fast response and the right attitude, while making sure our team's time goes where it creates the most value.
Key Responsibilities
Team leadership and development
- Manage, motivate and develop a customer service team handling calls, emails and support tickets
- Monitor and balance workload distribution across the team so work is shared fairly and handled productively
- Provide daily performance feedback, recognising top performers and coaching on areas for improvement
- Run reward and bonus schemes tied to answered calls, first response times, ticket resolution, customer satisfaction and retention
- Identify training needs and arrange internal or external training programmes
Call handling and quality
- Monitor answered, missed and abandoned calls daily and ensure every missed or abandoned call receives a prompt call back
- Carry out daily quality reviews of sample calls, assessing courtesy, attitude, speed, professionalism and problem resolution
- Build and maintain a call performance database with daily, weekly and monthly reporting
- Drive improvements such as call rotation and better incoming call visibility
Ticket and SLA management
- Own the ticket workflow: sorting by type, urgency, status and agent, ensuring fast first responses and prioritised resolution
- Define and maintain SLA urgency levels and resolution targets, and monitor compliance by agent
- Reduce unnecessary ticket load by eliminating duplicates and automating routine notifications
- Review how priority customers are handled and ensure they receive first class service
Customer experience and retention
- Build and run customer feedback processes including satisfaction surveys, feedback links and monthly check ins
- Identify problem queries and at risk customers early and act before they leave
- Produce monthly customer retention reporting as the bottom line measure of service performance
Reporting and analysis
- Produce daily, weekly and monthly reports covering call statistics, first response performance, SLA compliance, query types and agent workload
- Analyse where the team's time goes across query types such as quotes, bookings, tracking, freight, invoicing, complaints and claims
- Identify the most time consuming customers and queries and evaluate the economic value of time spent
- Profile busy periods and schedule low urgency work into quieter times
What We Are Looking For
- Proven experience managing a customer service team, ideally in logistics, freight, shipping or a similar fast paced service environment
- A track record of improving service performance through measurement, coaching and process improvement
- Strong data skills with confidence building and interpreting performance reports in spreadsheets
- Experience with ticketing and helpdesk platforms such as Freshdesk and with SLA management
- A confident communicator who can give direct, constructive feedback while keeping the team motivated
- Organised, hands on and comfortable owning processes end to end
- A genuine passion for customer experience and service excellence
What We Offer
- Competitive salary with performance related bonus
- A key leadership role with real ownership and visible impact
- The backing of a global brand with the agility of a local business
- Ongoing training and development
- A supportive, ambitious team environment
How to Apply
Interested Candidates please click on the button "Fast Apply"
Logistics / Transport
Air Freight Transportation,
Courier Services,
Express Delivery Services,
Cross-border Transportation,
Customs operations/declarations,
E-commerce Logistics
Sales
Customer Service Excellence,
Customer service
Administration / Business Management
Call center management,
Service management,
TOP management
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