Customer Service Lead

About the role

The Customer Service Lead is responsible for driving the delivery of high-quality customer service to Inland and LubMarine lubricants customers across multiple countries. This position leads the customer service team, ensuring operational excellence in order processing, shipment coordination, and issue resolution in a fast-paced and dynamic global supply chain environment. The role is pivotal in fostering strong customer relationships, enhancing team performance, and ensuring compliance with international trade and company standards.

Key responsibilities

(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.
• 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 8 years’ experience in order processing and/or customer relations
• At least 2 years’ experience in managerial (hierarchical or peer leadership) position
• Fluency in English is required.