Job Description
About the Company:
Lineage is the world's largest temperature-controlled industrial REIT and logistics solutions provider, with a global network of over 400 facilities, spanning 25 countries across North & South America, Europe and Asia-Pacific. Working at Lineage is not just a job - it's an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of the Lineage team, you are a critical link in the food supply chain. The Asia-Pacific region currently includes Australia, New Zealand, Vietnam, Sri Lanka and Singapore employing nearly 2,500 team members.
About the Role:
We are seeking a customer-focused and results-oriented Customer Services Lead to manage a team of 12–15 team and oversee customer service operations in a fast-paced 3PL and retail logistics environment. The role involves managing customer requests, coordinating WMS inbound and dispatch transactions, ensuring accurate system updates, and working closely with Warehouse Operations, Logistics, and Business Development teams to ensure timely communication and service excellence.
Key Responsibilities:
- Lead, supervise, and develop the Customer Services team.
- Manage customer inquiries, requests, order status updates, and service-related communications.
- Coordinate with Warehouse Operations and Logistics teams.
- Work closely with the BD team to maintain customer communication and ensure effective service delivery.
- Monitor customer complaints, investigate service issues, and coordinate corrective actions with relevant teams.
- Prepare regular reports on customer service performance, operational issues, and improvement initiatives.
- Oversee WMS inbound and dispatch transactions, ensuring timely and accurate system updates.
- Establish and monitor KPIs related to response time, data accuracy, service quality, and team performance.
- Coach and develop team members through regular feedback, performance reviews, and training.
- Identify opportunities to streamline processes, improve coordination, and enhance customer satisfaction.
Candidate Profile:
- Bachelor’s Degree or professional qualification in Business Management, Customer Service, Logistics or SCM.
- Minimum 6 – 8 years of experience in customer service, preferably in 3PL logistics, retail logistics, or operations.
- Proven experience in team management, preferably leading a team of 15 – 20 employees.
- Strong people management, leadership, and team coordination skills.
- Excellent commercial awareness, analytical, problem-solving, planning, forecasting, and decision-making skills.
- Strong communication and customer relationship management skills.
- Proficiency in MS Excel and experience with WMS, ERP, or other operational systems.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Ability to work independently, manage multiple priorities, and deliver results in a target-driven environment.
- A proactive and customer-focused approach with a strong commitment to teamwork and service excellence.
- Age: Below 45 years.
Why Join Us?
- Be part of a global leader in temperature-controlled logistics.
- Join a dynamic and collaborative regional team.
- Contribute to meaningful work that ensures food reaches communities safely and efficiently.
Apply Now
We invite you to join our purpose-driven team and contribute to shaping the future of the global food supply chain. If you are interested, please submit your CV along with a brief covering letter highlighting your suitability for the role to DasunK@onlineage.com, contact us on 011 482 8300, or send your CV via WhatsApp to 076 398 4768.