About this role
WE ARE HIRING: Customer Services Lead
Location: Sri Lanka
Employment Type: Full-Time
Work Arrangement: Onsite
Industry: Third-Party Logistics (3PL), Cold Chain & Retail Logistics
About the Role
Our client is seeking a customer-focused and results-driven Customer Services Lead to lead and develop the Customer Services function within a fast-paced 3PL and retail logistics environment.
The successful candidate will be responsible for managing customer service operations, leading a team of 12–15 team members, strengthening customer relationships, coordinating closely with Warehouse Operations and Logistics teams, and ensuring exceptional service delivery standards. This role requires a strong leader who can drive operational excellence, improve customer satisfaction, and deliver measurable business results.
Key Responsibilities
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Customer Service Leadership
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Lead, supervise, and develop the Customer Services team to achieve operational and service delivery targets.
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Manage team performance through coaching, mentoring, performance reviews, and training initiatives.
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Foster a customer-centric culture focused on service excellence and continuous improvement.
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Ensure the team consistently delivers high-quality customer support and communication.
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Customer Relationship Management
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Manage customer inquiries, service requests, order updates, and operational communications.
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Build and maintain strong customer relationships through proactive engagement and effective communication.
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Work closely with customers to understand service requirements and expectations.
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Support customer retention initiatives and enhance overall customer satisfaction.
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Operations & Logistics Coordination
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Coordinate closely with Warehouse Operations and Logistics teams to ensure timely and accurate service delivery.
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Monitor inbound and outbound order execution and ensure customer requirements are fulfilled efficiently.
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Oversee Warehouse Management System (WMS) transactions, ensuring accuracy and timely system updates.
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Collaborate with internal teams to resolve operational challenges impacting service delivery.
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Complaint Resolution & Service Improvement
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Investigate customer complaints and service-related issues.
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Coordinate corrective and preventive actions to address operational concerns.
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Monitor issue resolution timelines and customer feedback.
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Drive continuous improvement initiatives to enhance service quality and operational performance.
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Performance Monitoring & Reporting
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Establish and monitor key performance indicators (KPIs) related to service quality, response times, accuracy, and team performance.
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Prepare regular reports on customer service metrics, operational performance, and improvement initiatives.
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Analyze trends and recommend solutions to improve overall effectiveness and efficiency.
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Support management with operational insights and performance updates.
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Cross-Functional Collaboration
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Work closely with Business Development teams to strengthen customer relationships and support business growth.
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Coordinate with internal departments to ensure alignment between customer expectations and operational capabilities.
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Support process optimization and operational excellence initiatives across the business.
Requirements
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Bachelor's Degree or professional qualification in Business Management, Customer Service, Logistics, Supply Chain Management, or a related discipline.
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Minimum 6–8 years of relevant experience in customer service, preferably within 3PL logistics, retail logistics, supply chain, warehousing, or operations environments.
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Proven people management experience with the ability to lead and develop teams of 15–20 employees.
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Strong customer relationship management and stakeholder engagement skills.
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Excellent communication, negotiation, and interpersonal skills.
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Hands-on experience with Warehouse Management Systems (WMS), ERP systems, or similar operational platforms.
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Advanced proficiency in Microsoft Excel and reporting tools.
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Strong analytical thinking, problem-solving, planning, and decision-making capabilities.
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Ability to manage multiple priorities in a fast-paced, target-driven environment.
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Experience in warehouse operations and logistics will be a strong advantage.
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Candidates should be below 45 years of age.
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Ready to take your career to new heights?
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We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you!
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Our client is looking for a capable and experienced professional to fill the role of Customer Services Lead.
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Apply now and see how you can be the perfect fit for this exclusive position!