Our well known client based in Hayes is looking for an ILS Operations Team Leader to join their team. You’ll manage, coach and drive performance to achieve KPIs and a high level of customer service within a specialized team. Join a global network of passionate experts – backed by the latest technology, to take your career to the next level.

Manage a Team of 6

Key Activities:

Supporting and coordinating in the movement (via air, road, sea or courier – export & import) of pharma product & other goods required within the medical industry.
Supporting and coordinating the movement of goods in accordance with customer SOPs, temperature requirements and UK GDP regulations surrounding the transport and handling of pharmaceuticals.
Adhere to Customs Compliance procedures and documentation.
Manage and Build Customer Relationships.
Liaise directly with Carriers and Handling Agents to resolve exceptions and discrepancies.
Liaise directly with Transport & Warehouse teams on shipment planning and coordination.
Liaise directly with overseas offices on shipment planning and coordination.
Maintain mandatory milestones and remarks through CargoWise (internal system).
Use CargoWise to create, manage and maintain shipments.
Support the measurement of Key Performance Indicators & ensure Job Files are fully and accurately completed reflecting all commercially relevant information and services provided.
Manage allocated customers against agreed SOPs.
Update internal complaints tools with all required inputs including root cause and solution.
Engage and grow all people in area of responsibility through the implementation of Active Leadership.
Identifying and supporting key areas of added value to the customer.
Contribute to the First Choice continuous improvement program.
Participate & lead Weekly Team briefing sessions.
Complete all statutory and mandatory training.
Manage Compliance procedures and documentation.
Any other duties as required.
Skills and Experience:

Knowledge of Freight Forwarding industry: Exports/Imports & related processes.
Five or more years’ experience within the Freight Forwarding Industry (knowledge in pharma related movements preferred).
Experience of HMRC procedures (knowledge of CDS).
Proven Exports/Imports experience with a good knowledge of Customer Service, processes and systems.
A proven ability to identify and meet customer service needs in a professional and friendly manner.
Ability to lead and motive a team to achieve KPI’s.
Inter-personal skills - Influencing, communication, relationship management, cultural awareness and ability to work across teams.
Results driven and good attention to details.
Good written and spoken English and excellent telephone and e-mail skills.
Good ability to learn new computer systems.
Able to prioritise and perform under pressure