Lead Logistics Operations and Customer Service

About the Role
The Lead Logistics Operations and Customer Service role is responsible for managing the end-to-end customer experience for Europe export clients within the Order Management domain. This includes ensuring the smooth flow of goods, information, and documentation across all touchpoints. The position plays a critical role in supporting customer operations, optimizing service delivery, and fulfilling contractual obligations as outlined in customer Standard Operating Procedures. Key tasks involve coordinating order bookings with shippers and service providers, including DPW EUR offices, proactively handling issues and exceptions, managing carrier allocations, consolidating and planning shipments, and submitting accurate data into Order Management Information Systems. The role also includes collecting and validating cargo receipts and documentation from forwarders to ensure compliance and operational efficiency.

How You Will Contribute
 

• Act as the first point of contact for customers, suppliers, and other supply chain stakeholders during day-to-day business
• Liaise with shipment origin and destination stakeholders to ensure timely collection and delivery
• Provide required pre-alert information to involved stakeholders
• Address and resolve internal and/or customer inquiries (Issue Resolution)
• Manage and coordinate bookings with carriers/freight forwarders
• Monitor shipment documentation and milestones, including AMS, VGM, and ISF submission
• Accurately input, update, and maintain customer information in internal systems
• Gather internal and/or customer feedback to support service and process improvements

What You Will Bring
 

• Bachelor’s degree or professional education in logistics or a related field
• 2–5 years of relevant experience in freight forwarding or international shipping
• Strong communication skills with a service-oriented mindset
• Ability to build and maintain external and internal relationships
• Capability to explain logistics requirements and workflows clearly
• General understanding of supply chain management and logistics processes
• Systematic approach to daily tasks and structured customer support
• Proficiency with operational tools such as Transport Management Systems (TMS). Familiarity with Infor Nexus is advantageous
• Strong command of English; additional EU languages are a plus
• Proficiency in MS Office (Excel, PowerPoint, Word, Outlook)