Job Description

This is a key role to provide first class quality service to their internal and external customers and build strong professional relationships with multiple stakeholders. The role is a unique link between their customers, sales, the network and operations and is a part of a larger team to ensure they consistently achieve a quality service to our customers.

• Understanding customer requirements and meeting customer expectations ensuring customer service is provided with a professional positive attitude
• Achieve prompt response times to all external and internal customer queries and requests in a professional compliant manner via phone, email and internal management systems.
• Take ownership with a focus on first time resolution
• Responsible to build and develop, strengthen and maintain customer’s working professional relationships
• Produce daily reports and checks to monitor and resolve shipment discrepancies with a customer focused solution
• Manage and monitor customers value added service requests
• Issue performance reports to customers when there is a service discrepancy
• Handling and management of customer complaints in a professional manner with the view to action, solve efficiently and di escalate the situation
• Maximise revenue by upselling, identifying and capturing value added service charges and ensuring all additional charges are captured and communicated for invoicing.
• Maintain and develop a collaborative approach with work colleagues throughout the business

Required Knowledge, Skills, and Abilities

• 2 years’ experience in a fast paced environment, logistics experience a distinct advantage.
• Proficient in Microsoft Office essential with excellent organisational and administration skills
• Customer focused with excellent interpersonal skills and have the ability to diffuse difficult situations
• Enthusiastic, committed, driven and contributes to team success
• Strong communication (written and verbal) with a commitment to providing an outstanding customer experience
• High attention to detail and a methodical approach to tasks
• Flexibility with a positive outlook, willingness to learn and adapts to change
• Proven ability to build effective relationships with customers and colleagues
• Own transport is essential as site is not connected to public transport network