Customer Service Lead

Job Description

(Day-to-Day / Weekly)

• Lead and empower the customer service team to consistently deliver exceptional service to Inland and LubMarine lubricants customers across diverse geographies
• Oversee and guide team members in managing complex customer inquiries, order processing, and shipment coordination for both domestic and international deliveries
• Resolve escalated customer issues with urgency and professionalism, applying sound judgment to ensure customer satisfaction and retention
• Monitor team performance through KPIs and service metrics; conduct regular customer reviews to identify gaps and implement targeted improvement plans
• Train, coach, and mentor new and existing team members on company policies, customer service protocols, and industry best practices to build team capability
• Ensure accuracy and compliance in product and pricing validation, order acknowledgment, and timely data entry within strict cut-off timelines
• Coordinate with various stakeholders (freight forwarders, production, logistics, warehousing, procurement) to ensure timely and compliant shipment execution
• Review and validate shipping documentation (invoices, packing lists, bills of lading, certificates, etc.) for accuracy and regulatory compliance before dispatch to consignees
• Provide operational backup across customer service functions to ensure business continuity and resilience.
• Uphold HSSE standards in all customer service and logistics activities, ensuring full compliance with company and regulatory requirements.

(Day-to-Day / Weekly)

• Design and implement structured programs to enhance team productivity, service quality, and operational efficiency
• Prepare and analyze performance reports to identify trends, process bottlenecks, and opportunities for continuous improvement.
• Collaborate with Procurement and Planning teams to forecast monthly shipment volumes and support accurate sales reporting and business planning.
• Participate in cross-functional projects and strategic initiatives aimed at improving customer service operations and supply chain integration.
• Maintain good level knowledge of product portfolio, pricing structures, Incoterms and UCP 600 to ensure accurate and compliant customer interactions.
• Support the adoption and integration of new technologies, systems, and digital tools to enhance customer service capabilities and streamline operations.
• Lead continuous improvement initiatives focused on automation, process simplification, and customer experience enhancement.
• Other duties as assigned from time to time.
• 3-2 Hybrid work schedule

Required Qualification / Certification:

Degree / Diploma holder

Technical / Soft Skills / Knowledge:

• Proficient in Microsoft Office Applications.

• Knowledge of VBA is desirable.

• Well versed in International Trade Terminology (e.g., Incoterms, UCP 600), Trade Documentation and Procedures, and various payment terms in International Trade (CIF, CFR, FOB, EXW, etc.).

• Experience in order processing and shipment coordination.

• Ability to generate and check shipping documents (Invoices, Packing List, Bill of Lading, Certificates of Origin, Certificates of Analysis, Fumigation/Packing Declaration, Form D, etc.).

• Good interpersonal and communication skills.

• Initiative and forthcoming with ideas for continuous work improvements.

• Must be a team player and willing to share load and experiences.

• Customer-centric mindset and meticulousness.

• Ability to work in a fast-paced environment.

• Strong problem-solving skills.

• Ability to manage team growth and performance.

• Adaptability to job rotations and changes in work scope or customer/country assignments.

• Ability to work closely with team members and other departments.

• Good product knowledge and their application.

• Up-to-date knowledge of product updates and price changes.

• Knowledge of International Trade Terminology (Incoterms, UCP 600), Trade Documentation and Procedures, and Free Trade Agreements (e.g., CEPT Scheme).

• Understanding of customer requirements and compliance for shipping documentation and customs clearance.

• Familiarity with order processing, shipment planning, and logistics coordination

  Experience & Language Proficiency:

• At least 2 years’ experience in managerial (hierarchical or peer leadership) position
• Fluency in English is required