Customer Service Specialist

Lichfield
Posted 1 year ago
Customer Service Specialist (Maternity Cover)
Up to 26k (pro rata) | Temporary | Lichfield (WS13)
About The Client
Capella Professional are proud to have partnered with a market-leading international logistics provider, supporting businesses both in the UK & overseas. They pride themselves on delivering an impeccable client journey while maintaining transparency and integrity to their client base.
Specific Responsibilities
- First point of customer escalation for partners, suppliers & customers both internal and external.
- Ensure that all relevant rate requests and quotes that cannot be processed from the defined rates sheet are escalated to the product team.
- Carry out quarterly/monthly reviews in conjunction with their supervisor for appropriate customers.
- Maintain effective communication between internal departments.
- Liaison with foreign partners.
- Understand and apply the SOPs for relevant customers.
- Organise shipment collections including Ex works for Partners.
- Enter all relevant shipment data including partner shipments into Hellas.
- Plan all export departures cost-effectively.
- Inform relevant departments of special requirements including Partner bookings.
- Identify, respond and address invoice queries in a timely manner and as per agreed SOPs.
- Maintain data quality and file accuracy to company and ISO standards.
- Investigate and resolve all freight discrepancies efficiently with relevant departments.
- Check all hazardous documentation prior to loading and check any discrepancies with DGSA.
- Review stock check sheets on a daily basis and resolve any outstanding shipments.
- Monitor and control track and trace for shipments and inform relevant stakeholders of their status.
- To provide excellent customer service to all relevant customers.
- Liaise directly with the customer to build relationships.
- Raise non-conformances where appropriate.
- Respond to customer concerns and resolve or escalate where appropriate.
- Report daily failures and information to all relevant parties where necessary.
- Provide operational suggestions for improvement.
- 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.
- To process the System Plus shipments as per the agreed System Plus SOPs via the dedicated System Plus systems and TMS.
Essential Skills
- Maths and English grade (A-C).
- Computer literate and proficient in using Microsoft Office packages.
- Previous customer service experience working in the Freight Forwarding industry (Road Freight desirable).
- A proactive and resilient attitude, displaying a can-do approach to overcoming challenges.
- Keen attention to detail to ensure accuracy and precision in all tasks.
- Ability to execute exceptional customer service and provide a platinum client journey.
- Excellent written and verbal communication skills to convey information clearly and effectively.
Working Hours
Monday – Friday / 9.00am-5.30pm
Fully office based
Benefits
- Forward-thinking office environment.
- Modern and vibrant offices.
- Free on-site parking.
- Prime location to A38, Derby City Centre.
Please refer to the GDPR policy on our website https://capellaprofessionalrecruitment.co.uk/privacy-policy/
Job Features
Job Category | Administration, Client Care, Customer Services, Freight Forwarding, Logistics |