My client, a leading global logistics provider, is looking to recruit a Customer Service Operator to join it's busy, friendly road freight team in Lichfield The purpose of the Road & Rail Customer Services Specialist is to complete the full road freight process from start to finish and act as the department ambassador and link between colleagues, internal/external customers, stakeholders and partners. To develop existing and new business to improve growth across the department. SALARY : Up to £28k, 25 days annual leave with additional day for birthday, pension, death in service and other benefits HOURS : 8.30 am - 5.00 pm Monday to Friday (hybrid working available) ROLE: Provide quotations for both Partners and Customers using tariff or Product Support where necessary. Liaising with our European Partners and Customers to find resolutions to any arising challenges within agreed SLAs. Building and arranging consignments for both Partners and Customers. Understating SOPS and Rate Cards ensuring all additional revenue is captured and service levels are adhered to. Maintain effective communication internally and externally. Providing performance KPIS as per customer requirements. Maintain data quality and file accuracy to company and ISO standards, enabling a smooth transit for consignments. Respond and address invoice queries in a timely manner. Track and trace all customer consignments through to completion, liaising with European Partners/National Team. Update consignment statuss and internal notes for up to date visibility. Provide polite and professional customer service at all times. Report failures in a pro-active manner and offer resolutions where possible. Respond to customer concerns and resolve or escalate where appropriate. Use of external systems for both Customers and Partners. Ensure an understanding of customs requirements for both Import and Export shipments, seeking support from our internal departments should it be needed to ensure compliance. Check all shipment documentation, including hazardous paperwork, escalate any discrepancies with our onsite DGSA. Follow the defined company process for claim handling for all potential claims to either resolution or escalation. Develop existing business through maintaining and improving high levels of service excellence and quality. Actively ensure that defined company processes for the recovery of shipment costs are adhered to. First point of customer escalation for Partners and their customers both internal and external, developing a strong and productive relationship. Meet and wherever possible exceed customer expectations within the individual Partners budgetary and operational restrictions. Spotting and developing additional revenue and business opportunities. SKILLS AND EXPERIENCE Must have previous experience in a Customer Service environment Preferably experience within the freight forwarding or logistics sector Ability to build strong relationships with internal and external stakeholders Ability to think outside the box and find solutions Strong team player Attention to detail