My client, a leading global logistics provider, is looking to recruit a Customer Service Operator to join its 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 SLA’s.
* Building and arranging consignments for both Partners and Customers.
* Understanding 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 statuses 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.
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