Our well known client based in Hayes is looking for an ILS Operations Team Leader to join their team. You’ll manage, coach and drive performance to achieve KPIs and a high level of customer service within a specialized team. Join a global network of passionate experts – backed by the latest technology, to take your career to the next level.
Manage a Team of 6
Key Activities: - Supporting and coordinating in the movement (via air, road, sea or courier – export & import) of pharma product & other goods required within the medical industry.
- Supporting and coordinating the movement of goods in accordance with customer SOPs, temperature requirements and UK GDP regulations surrounding the transport and handling of pharmaceuticals.
- Adhere to Customs Compliance procedures and documentation.
- Manage and Build Customer Relationships.
- Liaise directly with Carriers and Handling Agents to resolve exceptions and discrepancies.
- Liaise directly with Transport & Warehouse teams on shipment planning and coordination.
- Liaise directly with overseas offices on shipment planning and coordination.
- Maintain mandatory milestones and remarks through CargoWise (internal system).
- Use CargoWise to create, manage and maintain shipments.
- Support the measurement of Key Performance Indicators & ensure Job Files are fully and accurately completed reflecting all commercially relevant information and services provided.
- Manage allocated customers against agreed SOPs.
- Update internal complaints tools with all required inputs including root cause and solution.
- Engage and grow all people in area of responsibility through the implementation of Active Leadership.
- Identifying and supporting key areas of added value to the customer.
- Contribute to the First Choice continuous improvement program.
- Participate & lead Weekly Team briefing sessions.
- Complete all statutory and mandatory training.
- Manage Compliance procedures and documentation.
- Any other duties as required.
Skills and Experience: - Knowledge of Freight Forwarding industry: Exports/Imports & related processes.
- Five or more years’ experience within the Freight Forwarding Industry (knowledge in pharma related movements preferred).
- Experience of HMRC procedures (knowledge of CDS).
- Proven Exports/Imports experience with a good knowledge of Customer Service, processes and systems.
- A proven ability to identify and meet customer service needs in a professional and friendly manner.
- Ability to lead and motive a team to achieve KPI’s.
- Inter-personal skills - Influencing, communication, relationship management, cultural awareness and ability to work across teams.
- Results driven and good attention to details.
- Good written and spoken English and excellent telephone and e-mail skills.
- Good ability to learn new computer systems.
- Able to prioritise and perform under pressure.
