Customer Service Specialist

Posted 5 months 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


  • Forward-thinking office environment.
  • Modern and vibrant offices.
  • Free on-site parking.
  • Prime location to A38, Derby City Centre.

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Job Features

Job CategoryAdministration, Client Care, Customer Services, Freight Forwarding, Logistics

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