Client Technical Support & Analytical Service Lead

To organize and lead efforts for the operation of client support department, responsible for ensuring customer satisfaction by providing World Courier customers (Internal and External) with courteous, professional and excellent service at all times.

Responsibilities:

• Participate in the interviewing, hiring, onboarding and training of new employees.
• Supervising the team day to day workflow/workload, work schedule, attendance, PTO, and Kronos (time) punches.  Provide leadership and direction to team members. 
• Report on team overall progress. Provide recommendations on improving operation effectiveness, performance and productivity, and implement changes.
• Oversee the download of temperature monitor readings, analyze and email results to clients, and initiate temperature excursions investigations.
• Respond timely to client inquiry related to cold chain matters (temperature excursions, etc.).
• Support and recommend effective cold chain management best practices to customer services, sales operations, and US Agents.  
• Create or develop resources to help improve cold chain management effectiveness. 
• Run a safe, clean & harassment free work environment. Comply with and ensure all employees complies with internal policies, procedures, safety rules, clients’ SOPs and regulations governing World Courier business. 
• Resolve and document personnel issues in accordance with World Courier personnel policies.

• Proficiency in Microsoft Word, Excel and inventory management system.
• Strong customer service, interpersonal, and organizational skills. 
• Good analytical and decision making skills.
• Familiarity with quality management systems.
• Effective oral and writing communication skills.
• Proven team management experience in high pace operational area. 
• Ability to resolve customers issues quickly and creatively.
• Leadership skills.
• Fluent in English.