### **The LCL Customer Service Coordinator will be responsible for coordinating and developing the customer service team, ensuring high performance and service quality; monitoring performance indicators (KPIs), such as SLA, response time, and resolution quality; managing critical requests and escalations; and performing other related and inherent duties.** ### **Key Responsibilities:** * Coordinate and develop the customer service team, ensuring high performance and service quality. * Monitor performance indicators (KPIs), such as SLA, response time, and resolution quality. * Manage critical requests and escalations. * Structure and optimize customer service processes to enhance operational efficiency. * Ensure standardized service delivery and compliance with company policies. * Collaborate with departments such as Operations, Commercial, and Finance to resolve issues. * Identify improvement opportunities based on customer feedback. * Prepare management reports and present results to leadership. * Implement training and continuous team development. **Qualifications:** **Essential:** * Bachelor’s degree in Business Administration, Logistics, or related fields. * Prior experience leading customer service teams. * Knowledge of KPI management and CRM tools. * Experience in port logistics and LCL cargo operations. * Familiarity with continuous improvement methodologies. **Desirable:** * Experience with customer service systems (e.g., Salesforce) \#LI\-MB1
João Silva
Indeed · HR
João Silva
Indeed · HR
