Job Title:
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National Operations Customer Service Advisor
Reporting to:
National Customer Service Manager
No. of Reports:
0
Job Purpose:
To develop and maintain all customer relationships at a high standard. Encourage new business by selling all of the benefits of the Speedy Freight service to current customers.
Ensure all KPI reporting for required customers is kept at a high standard of accuracy.
Management of new bookings onto the internal TMS system, and sourcing of external vehicles in line with company procedures.
Assist with new customer onboarding, including account creation onto the internal TMS system.
Main Responsibilities and Objectives:
Responsibilities & Objectives
To build a reference portfolio of preferred drivers and vehicles
Receive orders over the telephone and input into the company computer systems
Plan and produce effective transport solutions guided by the operating model
To control resources (vehicles, drivers) ensuring all legal constraints are adhered to (Weight limits, Working Time Directive and EU drivers hours regulations)
Ensure that housekeeping is completed to the required standards
Review allocated customers making sure that work is planned to time, and correct equipment is efficiently utilised
Communicate with customers and drivers to ensure customer KPI targets achieved and maintained
Develop customer relationship via regular telephone communications
Contribute to the team performance by sharing and implementing best practice ideas
To work to deadlines and work independently when required
Communicate effectively and professionally with all levels of staff and clients
Flexible approach required
Statutory Duties
Co-operate with your employer to enable any legal obligations to be complied with
Do not recklessly interfere with anything provided by the employer or others in the interests of health, safety or welfare.
Bring to the attention of the Company Health and Safety Manager any perceived short comings in health and safety arrangements, situations or processes that you consider to be serious or which may present danger to you or others.
Do not undertake or request others to undertake any works for which you/they do not hold the required competency or authority to undertake.
Interfaces
Internal
Liaise with team members, General Manager, Franchise Development Managers, Directors, their direct reports and Employees at all levels within the Company, compliance to HSE legislation and Company objectives.
Directors
External
Customers
Suppliers / Drivers
Contractors
Qualifications:
Core .
IT Literate including Microsoft, word, excel and outlook.
Written, oral English and Mathematics to GCSE standard
Desirable
Awareness of Relevant Legislation
Experience:
Experience with the transport sector within the UK
Strong customer service ethic with negotiation skills
Experience in retaining and building good customer relationships
Excellent verbal and written communication skills
Articulate with a confident phone manner
Good organisation skills with the ability to multi task and prioritise workload
Performance Management Responsibilities:
The areas of responsibilities and objectives (above) are to be monitored via the appraisal process and internal meetings.
Technical Skills:
IT Literate including Microsoft Word, Excel, Outlook.
Business Skills:
Professional and confident manner
Excellent Communicator
Good customer service skills
Ability to work within a team and under own initiative
Good organisational skills
Ability to work well under pressure
Good literacy and numeracy skills
Report writing
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