Graduate Entry Customer Services Coordinator

Salary: £30,000 – £31,200 per year

Customer Services Co-ordinator

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

* Strong IT skills across the Microsoft Office Suite, specifically the ability to import and manipulate data from external sources.

Desirable

* Knowledge of the Transport and Freight industry

* Knowledge of a European language

Day Shifts:

The position requires shift work which will be set-up as follows:

The average working block will be 75 hours, spread over a 2 week working block, of 9 working days. Typically working 8.30 hrs to 17.00 hrs, with a 60 minutes’ unpaid break each day. The rotation will include 7 day cover, and weekend working will be required on a one on, one off basis.