Customer Service Lead

About the role

The Customer Service Lead will manage the end‑to‑end order‑to‑delivery process for transport operations, ensuring reliable and timely deliveries. This role acts as the primary liaison between customers, distributors, and internal teams to maintain transparent communication and drive performance improvements.

Key responsibilities

• Own the full execution of confirmed customer orders from receipt through dispatch, delivery confirmation and closure.
• Validate order information, coordinate accurate entry and authorized modifications with the client service team.
• Translate customer priorities into executable delivery plans with clear cut‑off times and service commitments.
• Maintain real‑time visibility of order status, escalating risks before commitments are missed.
• Coordinate dispatch readiness, delivery documentation and proof‑of‑delivery completion.
• Reconcile open, failed or incomplete deliveries and drive each item to documented closure.
• Act as the principal operational contact for key distributors, providing status updates and handling service exceptions.
• Capture distributor requirements and recurring concerns, coordinating responses with relevant teams.
• Identify delivery risks, delays or shortages and initiate service‑recovery actions.
• Lead root‑cause reviews for material or recurring failures and assign corrective actions.

Required profile

• Proven experience in coordinating customer order‑to‑delivery processes within transport or logistics operations.
• Strong ability to manage multiple stakeholders, including customers, distributors and internal teams.
• Excellent communication skills with a focus on proactive and transparent updates.
• Analytical mindset to identify risks, drive root‑cause analysis and implement corrective actions.

Required skills