Description P&O Ferries are proudly part of the DP World family; with over 150 different businesses across over 40 countries and are a world leading enabler of global trade. A household name for over 180 years, P&O Ferries have a rich heritage in ferry services. Our ships sail across the English Channel, North Sea & Irish Sea and we employ almost 2000 people. Here at P&O Ferries we are seeking an B2B Freight Support Executive to join our team here in Dover on a Permanent basis. This is an opportunity to work as part of the Freight Sales team helping to ensure that customers are correctly set up to be able to transact with P&O Ferries, enabling booking and Customs portal access and providing user guidance to customers, deliver excellent communication skills through all channels, manage customer queries and complaints to a satisfactory conclusion and help make P&O Ferries easy to do business with The successful candidate will have a proven record in the customer service environment, working within a team and with the ability to communicate clearly to different stakeholders and customers, be pro-active in dealing with any issues that arise as well as being able to think on their feet. The role is based our Dover office, and could have hybrid working flexibility once full onboarding is complete. Key responsibilities and duties: Make it easy for customers to transact with P&O Ferries. Maximise business and sales growth by identifying, screening and referring genuine sales leads. Nurture customer growth through regular communication and proactive customer service. Promote P&O services and products to the Direct and Business to Business (B2B) Freight markets. Support the sales process and activities of the Freight Sales business plan. Support Freight Onboarding and Compliance with general account maintenance. Deliver and maintain customer centric quality of service. Develop product knowledge and adapt skills as required. Answer the telephone/Emails within KPI and demonstrate a high standard in communication skills. Process requests from internal and external customers received in line with agreed procedures and KPIs. Quickly respond to, and monitor digital issues, general faults or complaints and escalate as appropriate. Process and record complaints, enforcing P&O Ferries policies in a professional and confident manner. Ensure tasks are handled professionally, effectively and to the satisfaction of all parties concerned in line with KPIs. Liaise with relevant departments and handover all activities as appropriate, focussing only on your own departmental remit. Input and maintenance of customer data into relevant systems within given KPIs. Capture information accurately in accordance with section quality standards. Undertake all administrative functions connected with B2B Freight Sales. Be proactive in filtering and prioritising daily tasks to protect high-value customers. Be flexible in the use of skills and abilities to ensure the smooth running of the department. Contribute ideas and suggestions to help grow and develop offering and achieve best practice. Have the ability to work unsupervised and promote a High Performance Culture within the workplace. The ideal candidate will Be educated to GCSE Standard or equivalent Be a self-starter and able to work successfully on own initiative, as well as part of a team, and under supervision Excellent stakeholder management and ability to build relationships Have excellent attention to detail Good command of English, both written and verbal Be able to prioritise, organise and manage time efficiently Have excellent communication skills Have conflict / Objection resolution skills Have full working knowledge of MS Applications Have the ability to multi task Have the ability to work within pressurised environment, to KPIs Customer focused with the ability to empathise with customers Desirable: Ability to speak a European language (preferably French, Dutch or German Location – Dover, this role operates Monday - Friday. At P&O Ferries we want you to be you. Not only will that make us stronger but will allow us to bring authenticity to everything we do. We know our customers come from all walks of life and so do our employees. We are all about connecting the world and that starts with finding connections with who you work with. When we recruit we want to you to bring your whole self to work and we are working towards increasing diversity across all of our employees. We know we cannot be the best unless we recruit the best regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or neurodiversity. pando