**Experienced Customer Service Team Lead – Hybrid Work Model**

At arenaflex, we're on a mission to revolutionize the way we connect with our customers and deliver exceptional experiences. As a leading logistics and solutions provider, we're committed to building a diverse and inclusive team that shares our passion for innovation and excellence. We're seeking an experienced Customer Service Team Lead to join our dynamic team and drive success in our Same Day business. **What makes arenaflex incredible?** Our people! Every individual's unique contributions make us the #1 Logistics and Solutions Provider in the world. At arenaflex, we're proud to be a part of Deutsche Post DHL, the world's leading logistics supplier with operations in over 220 countries. **About arenaflex Same Day** arenaflex Same Day is a global express transportation company that's part of arenaflex Worldwide Express. We're looking for a motivated and energetic individual to lead, guide, and mentor our 24x7x365 Same Day Operations team. This role offers a hybrid work model, combining remote work with time in our Remote office. **Job Summary** As a Customer Service Team Lead, you'll be responsible for overseeing and driving the performance of our Same Day Operations team. You'll drive the achievement of team KPIs, mentor and counsel team members, and identify training needs to develop a highly skilled team. You'll also serve as a liaison between the team and other stakeholders, providing strong leadership and guidance to staff. **Key Responsibilities:** * Leads, motivates, and manages a team of Same Day Operations professionals * Drives performance improvement of Same Day Operations team to achieve KPIs * Participates in regular meetings with Operations Supervisors to identify areas for improvement, review KPIs, and enhance overall service quality * Focuses on and delegates work tasks among team members * Ensures that all customer inquiries are handled promptly and professionally * Collaborates with other functional units to ensure a smooth customer-related process flow * Plays an active role in the development, learning opportunities, and training of Customer Service Subject Matter Experts * Serves as a liaison for clients, Operations, foreign offices, and other stakeholders * Raises issues as needed to Operations Manager or SMT * Provides professional and exceptional service to the team; inspiring the team to deliver the same level of customer experience * Assists in the management of daily responsibilities, including handling messages, calls, and executing order processing **Requirements:** * Proven history in a Same Day Operations or other customer-facing role, with excellent customer communication skills * Strong knowledge of Same Day business products and business systems * Proven history of managing multiple priorities and expectations within a fast-paced operations environment * Proficiency in various technology skills, including MS Word and Excel * Process-driven and focused on achieving positive/effective results * Strong knowledge of Operations cycles and systems * Ability to take ownership and steer the Operations team * Ability to recognize and address customer issues in a professional and courteous manner * Excellent communication, inspiration, and interpersonal skills * Independent working style * Excellent phone and email etiquette **Business Acumen:** * Strong knowledge of English (verbal/written) * Excellent leadership characteristics and attributes **What we offer:** * Competitive salary * Comprehensive benefits package, including medical, dental, and vision insurance, 401k, and education assistance * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **arenaflex is an equal opportunity employer.** We assess qualified candidates regardless of race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. **How to apply:** To join our team, please submit your resume and cover letter through our online application portal. We look forward to hearing from you! Apply Now **Simple Application Process:** Ready to join us? The first step is easy. Click apply now and we'll be in touch soon! Apply for this job