CUSTOMER SERVICE TEAM LEADER

Descripción del puesto.
At (COMPANY NAME) we are dedicated to staying ahead of the curve and embracing change that will shape the future.
We believe in empowering our people, providing autonomy and delivering excellent customer service to drive progress and redefine what's possible.
We prioritise the wellbeing, growth, and inclusivity of our diverse workforce.
Joining our team requires your dedication to being part of a company with an unwavering commitment to our values of inclusion, collaboration, integrity and excellence, fostering a supportive work environment in which every voice is valued, and ideas are encouraged to flourish.
We are both passionate about our people and about the environment.
Year- on-year we have reduced energy consumption in our UK offices by 19.
% - all of which means less carbon footprint and a more efficient (COMPANY NAME) UK&I.
If you are as excited as we are to be part of shaping our future business and will live by all of our core values we'd like to hear from you.
What's On Offer Our employees tell us (COMPANY NAME) is a great place to work due to the strong team environments, the family feel to the organisation, the flexibility available (regardless of gender) and the caring and supportive nature of our managers and colleagues.
We all pitch in to assist others as needed! We also offer great learning opportunities to grow professionally and personally through dedicated learning platforms, focused development plans and from your colleagues.
Job Purpose.
To lead, motivate, and support a customer service team in Lisbon, ensuring high service standards and cultural alignment with local Portuguese values.
This role will work closely with both customers and carriers, maintaining local presence for our Iberian operations.
Key Responsibilities.
* Team Supervision & Coordination.
* Oversee and support the Customer Service team, acting as both a supervisor and a hands-on contributor.
* Manage a portfolio of assigned top clients, including key retail accounts such as Worten, ensuring daily operational support and handling complex issues, including complaints, claims, and after-sales service.
* Balance customer service needs with company financial objectives, serving as an intermediary with carriers as needed.
* Operational Support & Escalation.
* Resolve escalated issues from the team and act as the main escalation point for customers and internal stakeholders.
* Manage tasks distribution and cover specific operational duties in case of team overload.
* Support daily operations, provide training, and ensure that the team meets SLAs and KPIs for after-sales service.
* Customer Service Analytics & Reporting.
* Play an active role in developing customer service analytics to improve decision-making.
* Supporting the KPI dashboards, reports and presentations for senior leaders * Collaborate with internal departments and local organization to improve service processes, regularly reviewing and updating procedures.
Skills & Experience.
* 1 to 3 years of relevant customer service experience, preferably with supervisory responsibilities.
* Background in after-sales, client operations, or similar roles within logistics and customer service.
* Strong organizational, analytical, and communication skills, with the ability to create and present data-driven insights.
* Bilingual proficiency in English and Spanish is required, with Portuguese skills highly preferred to connect with the local culture.
* Proficient in SAP and other relevant systems.
* Team-oriented with excellent interpersonal skills to interact with a variety of organizational profiles, including senior leaders and external vendors.
* Ability to work effectively under pressure, maintain confidentiality, and exhibit sensitivity to customer needs.
Location.
Lisbon, Portugal #LI-MM1 Key SkillsAfter Sales Service, Customer Care, Customer-Oriented, Customer Service, English Language, Operational Analytics, Operational Excellence (OpEx), Operational Expertise, Portuguese Language, Post-Sales Support, Sales Administration, Spanish Language What's In It For You? * Elective Benefits.
Our programs are tailored to your country to best accommodate your lifestyle.
* Grow Your Career.
Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
* Elevate Your Personal Well-Being.
Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
* Diversity, Equity & Inclusion.
It's not just a phrase to us; valuing every voice is how we succeed.
Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
* Make the Most of our Global Organization.
Network with other new co-workers within your first 30 days through our onboarding program.
* Connect with Your Community.
Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Don't meet every single requirement? Apply anyway.
At (COMPANY NAME), we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion.
If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply.
You may be exactly the person we're looking for