We’re looking for a reliable and proactive individual to provide first-class customer service support to our warehouse and logistics customers by managing customer communications, resolving queries, maintaining service levels and ensuring customers receive accurate and timely information. The role is customer-focused, acting as a key point of contact between customers and the operational teams.
Main responsibilities
- Maintain a safe working environment by complying with statutory requirements, company policies and health & safety procedures.
- Manage customer enquiries received via telephone, email and other communication channels.
- Ensure all customer emails are responded to within agreed timeframes.
- Monitor customer communication response times and maintain agreed service standards across all customer contact channels.
- Build and maintain positive customer relationships through proactive communication.
- Liaise with warehouse, transport and management teams to communicate customer requirements.
- Maintain agreed customer service levels and KPIs.
- Update customer records, CRM systems and operational systems accurately.
- Monitor customer orders and movements through the warehouse.
- Respond to stock availability, inventory and shipment enquiries.
- Investigate customer complaints and claims, ensuring prompt resolution.
- Ensure customer non-conformances are recorded and communicated appropriately.
- Support onboarding of new customer accounts.
- Produce customer KPI reports and service reviews.
- Conduct regular customer care calls and service follow-ups.
- Identify opportunities to improve customer satisfaction and service delivery.
- Support invoicing and resolve invoice-related customer queries.
- Represent LTS professionally with all customers, suppliers and stakeholders.
- Support continuous improvement initiatives across the department.
- Undertake any other reasonable administrative duties as required.
- Involvement in projects as required for continual improvement leading to increased profitability.
- Overall objectives will be further developed in line with the company’s strategic objectives.
Experience Skills:
- Previous customer service experience within logistics, warehousing or supply chain environments.
- Excellent written and verbal communication skills.
- Strong Microsoft Office skills, particularly Excel, Outlook and Word.
- Experience using CRM, WMS or operational systems.
- High levels of accuracy and attention to detail.
- Ability to prioritise workload and meet deadlines.
Aptitudes and abilities:
- Passionate about delivering exceptional customer service.
- Excellent verbal and written communication skills.
- Professional, friendly and confident when dealing with customers and colleagues at all levels.
- Strong relationship-building skills with the ability to maintain positive customer partnerships.
- A proactive approach to problem-solving and issue resolution.
- Ability to remain calm and professional under pressure.
- Strong organisational and time management skills.
- Able to manage multiple priorities while maintaining attention to detail.
- Customer-focused with a genuine desire to exceed expectations.
- Confident using initiative to make informed decisions within agreed parameters.
- Flexible and adaptable to changing customer requirements and business priorities.
- Positive attitude and willingness to learn new skills and systems.
- A team player who supports colleagues and promotes a positive working environment.
- Committed to continuous improvement and personal development.
Corporate, Social and Cultural Values:
Always ensure that there is a positive projection of our company values:
· Integrity - We hold ourselves accountable and aspire to deliver a high-quality service consistently.
· Trust - We will inspire trust by matching our behaviour to our words and taking responsibility for our actions.
· Partnership - We will strive to understand, grow and create a positive partnership with our customers, suppliers and employees.
· Efficiency - We’re efficient with both time and resources to help ensure we’re doing our best for our customers.
· Passion - We are passionate about delivering the best solutions and service for all and build positive relationships through outstanding service with each interaction whether internal or external.
· Honesty – We are honest in our communications and promote openness which empowers us and develops consistency.
Key Performance Indicators:
- Customer satisfaction levels.
- Response times to customer enquiries.
- Complaint resolution times.
- Customer retention and feedback.
- Accuracy of customer information.
- Achievement of customer service KPIs.
Profile:
- Professional
- Customer-focused
- Approachable
- Organised
- Proactive
- Resilient
- Adaptable
- Reliable
- Trustworthy
- Positive
- Solution-oriented
- Excellent communicator.
- Promotes partnership, trust and teamwork across the business.
- Lives locally to Coleshill
Working hours and Package:
Full-time permanent role Monday to Friday. Working 08:30 - 17:00hrs with 30 mins for lunch.
- 33 days holiday (25 days + bank holidays)
- Birthday half day*
- Healthy half-day birthday top up*
- Holiday purchase scheme
- Employee referral reward
- Long service rewards
- Access to onsite gym
- Company pension*
- Employee Assistance Programme (including family cover, legal and wellbeing support)*
- Life insurance*
- Company uniform*
- Modern facility
*after probation period.
Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Store discount
Ability to commute/relocate:
- Birmingham B46: reliably commute or plan to relocate before starting work (preferred)
Experience:
- logistics or warehouse operations: 1 year (preferred)
- Customer service: 2 years (preferred)
Work Location: In person
