Customer Service Lead

About the role

The Customer Service Lead reports to the Manager of Customer Service and plays a key role in coordinating complex international logistics operations that support the timely delivery of MURR products and services around the world. This position serves as a trusted resource for customers and internal stakeholders, ensuring seamless logistics, regulatory compliance, and exceptional service throughout the process.

Responsibilities

• Deliver a customer-focused experience by resolving in-transit freight issues and providing timely updates on shipment status.
• Manage daily import and export operations, ensuring compliance with applicable regulations and program requirements.
• Conduct Descartes Denied Party Screenings and oversee ACE (Automated Commercial Environment) activities in coordination with U.S. Customs and Border Protection requirements.
• Maintain accurate documentation and collaborate with the MU Office of Export Control to support compliance efforts.
• Record transportation activities accurately and efficiently to ensure operational visibility and accountability.
• Partner with carriers and the MURR shipping team to coordinate domestic and international shipments.
• Identify opportunities to improve logistics processes and recommend practical solutions that enhance efficiency and service.
• Maintain expertise in carrier schedules, shipping options, costs, and performance to support informed decision-making.
• Evaluate and recommend shipping solutions for prospective customers based on business and logistical needs.
• Serve as an active member of the customer service team, contributing to a collaborative and responsive work environment.
• Stay current on domestic and international shipping regulations and industry requirements.
• Build strong relationships and maintain clear, professional communication with customers, carriers, and internal stakeholders.

Schedule

Monday through Friday, 8:00 AM to 5:00 PM. Position may require work outside of this schedule due to international customers and shipping routes.

Requirements

• High school diploma or equivalent combination of education and experience, plus at least 2 years of experience from which comparable knowledge and skills can be acquired.

Qualifications

• Experience with import and export regulations.
• Power BI familiarity or certifications.
• Project Management (PMP) experience in the AGILE programming methodology.
• CCS (Certified Customs Specialist) and CES (Certified Export Specialist) preferred.
• Knowledge of international shipping and logistics operations.
• Familiarity with export compliance processes, denied party screening requirements, and ACE management.

Pay

Salary range: $70,000 – $110,000 per year. Grade: GGS M11. University title: Customer Service Lead.

Benefits

• Medical, dental, and vision plans
• Retirement plan
• Paid time off
• Short- and long-term disability
• Paid parental leave
• Paid caregiver leave
• Educational fee discounts for all four UM System campuses

Additional information

A life-saving operation in the middle of America — the University of Missouri Research Reactor (MURR) — needs you to help guide its future. MURR is expanding its critical cancer-fighting and medical isotope production. MURR’s reactor is the highest-power university research reactor in the United States, operating at 10 megawatts, 6.5 days a week and 52 weeks a year. The MUR