Customer Service Lead

Job Posting 4812 and 4691

Job Summary: To be a knowledge and escalation reference point for a team of Customer Service Representatives, to support and backup the Supervisor in day-to-day activities, and to offer customers an escalation channel that provides for high quality resolution of complaints and an exceptional service experience

Status: Full time (Hours TBA)

Essential Job Functions:

  • Professionally answer incoming calls at the Houston Call Center.
  • Utilize the TNT computer system to assist customers with the following: rate quotes, shipment tracking, country/ customs information, pick up requests, supply requests.
  • Assist other TNT employees with troubleshooting.
  • Communicate internally to help resolve customers’ issues.
  • Follow Department and Company Policy and Procedures.
  • Work in accordance with the Health and Safety policy, information, instruction and training provided.
  • Act as a point of escalation for dissatisfied customers and Customer Service Representatives handling difficult cases
  • Respond to 2nd level escalations requests.
  • Follow up with Support representatives on non-response to 1st requests
  • Mentor staff during their induction and to be a central point of knowledge in the team in order to guarantee knowledge, process and customer handling consistency and accuracy at all times
  • Back-up the Supervisor in the event of absence, in order to ensure continuity of daily team operations


  • Knowledge of TNT computer and line-haul system (will train)
  • Possess excellent communication skills, both verbal and written
  • Ability to document tasks in a clear and detailed manner
  • Possess business telephone etiquette
  • Knowledge of world geography
Please submit resume, job posting number and salary expectation (required for consideration) via e-mail to:

TNT USA Inc. is an Equal Opportunity Employer and complies with all relevant laws. TNT USA Inc. conducts all personnel activities without regard to color, religion, sex, age or national origin. In addition, no barriers exist to the employment of individuals with disabilities, disabled veterans, veterans of the Vietnam Era, and other covered veterans. The relationship between TNT USA Inc. and any applicant who is hired is one of voluntary employment at will.