Customer Services Coordinator – Evening Shift Monday to Friday
Full job description
EL Recruitment Solutions Ltd
Salary: £26,000 per year
Customer Services Co-ordinator
Hours:
Monday to Friday, 15.00 hrs to 23.00 hrs (37.5 hrs/week)
This is a key role across all areas of our business organisation to provide customer service function to the business, by performing a variety of complex activities in support of our functional processes and services. The job holder will be expected to provide outstanding levels of customer service and other relevant business support to both internal and external clients, to ensure that the end-to-end process from collection through to the invoicing stage is carried out seamlessly, efficiently and to world-class standards.
* Perform customer verifications by monitoring bookings and collections with hauliers and suppliers
* Insurance and claims management
* Ensure all changes and variations to rates, haulier details and supplier information is regularly updated
* Send and action updates to the business
* Handle and resolve customer complaints, obtain and evaluate all relevant information to handle inquiries and complaints, complete and issue non-conformance documents and direct all unresolved issues to the Team Lead Operations
* Process manual orders received from customers into the Transport Management System.
* Book planned collections and deliveries according to customer requirements, ensure booking details are entered into the TMS system.
* Regularly update customers with the delivery status of orders.
* Deal directly with customers either by telephone, electronically or face to face.
* Respond promptly to customer inquiries, amendments and requests.
* Attend customer reviews and initial set up of new customers.
* Record details of new inquiries for rates etc; and forward to the Business Development Manager.
* Process & record all claims/demurrage received, and enter on the Claims Tracker, including cost of recovery from Haulier.
* Review progress of all outstanding claims daily and report progress of closed and outstanding claims on a weekly basis to the Operations Manager
* Manage the Helpdesk & assign calls to the team. Resolve any problems within the allocated time as defined on the Help desk to ensure minimum escalations.
* Ensure that all daily KPI data is completed and compiled for daily& weekly KPI’s in an accurate and timely manner.
* Maintain customer/supplier address database and ensure the quality of collection and delivery address data is accurate and up to date.
* Development of Haulier performance reports, on a quarterly basis, for the Team Lead Operations.
Experience Required:
Essential
* Operational experience in customer service role in a busy transport environment
* Having a good knowledge of Food Safety.
* Strong IT skills across the Microsoft Office Suite, specifically the ability to import and manipulate data from external sources.
* Knowledge of freight, transport, logistics industry
Desirable
* Knowledge of WTD and EU/AETR rules on Drivers’ Hours
* Knowledge of temperature-controlled transports
* Knowledge of a European language
To apply for this job please visit definitejobs.co.uk.