Customer Service Lead

Location: Colombo, Sri Lanka
Full-time

About Client Partner
Our client is a premier global full-service logistics provider delivering tailored, end-to-end supply chain solutions across air, ocean, road, rail, and warehousing through a network of 200+ offices across six continents. Operating with a customer-first mindset, the organization supports businesses in Sri Lanka with reliable, international-standard freight forwarding and logistics services.

About the Role
We are seeking an organized, detail-oriented Customer Service Lead to support commercial sales operations and manage client engagements. This role bridges the gap between client partners, commercial leads, and internal operations/finance departments. The successful candidate will manage rate quotations, handle customer inquiries, maintain CRM database integrity, and ensure smooth end-to-end service delivery.

Responsibilities

Sales & Quotation Support: Prepare, process, and issue accurate sales quotations, customer proposals, and service contracts in collaboration with commercial leads.
Cross-Departmental Coordination: Coordinate closely with internal operations, customer service, and finance units to track shipments and ensure seamless, timely service execution.
Client Engagement & Issue Resolution: Serve as the professional front-line contact for customer inquiries, providing prompt resolutions and maintaining high service satisfaction levels.
CRM & Data Governance: Maintain and update client records, active accounts, and shipment details in the enterprise CRM system.
Marketing & Account Growth: Assist in client communication initiatives, promotional campaigns, and customer retention strategies.

Requirements

Academic Background: Degree or professional qualification in Business Administration, Marketing, Supply Chain, or a related discipline.
Industry Experience: 1 to 2 years of experience in freight forwarding, customer service, sales support, or logistics operations.
Software Proficiency: Hands-on familiarity with CRM platforms and standard office software (MS Office, Excel).
Communication Skills: Excellent written and verbal English communication skills, with confidence in client-facing correspondence.
Key Attributes: Strong organizational capabilities, ability to multitask under tight deadlines, and a collaborative team-player attitude.

Benefits

Structured professional development and ongoing training within an international organization.
Clear long-term career growth pathway within a global freight forwarding network.