Logistics and Customer Service Team Lead - 7 years
- Lead a team of 18 members, delegating tasks, tracking attendance, and reviewing daily reports.
- Handle escalations by collaborating with internal teams (Sales, Client Success, Operations, etc.) to resolve client issues and maintain strong relationships.
- Oversee order lifecycle, from rating and pickup scheduling to delivery and returns.
- Provide chat, email, and call support to clients, vendors, and carriers, ensuring timely order fulfillment.
- Track and trace shipments, ensuring internal system accuracy and on-time delivery.
- Prepare daily, weekly, and monthly KPI reports for management.
- Conduct one-on-one coaching for team development and performance improvement.
- Approve leave requests and support team inquiries on processes.
- Develop and update SOPs to ensure process consistency and alignment.
