Job Summary
The Pallet Network Collections & Customer Service Coordinator is responsible for managing customer collection requests, coordinating with pallet network partners, and providing excellent customer service throughout the collection and delivery process. The role ensures collections are booked accurately, customer enquiries are resolved efficiently, and service levels are maintained.
Key Responsibilities
Collections Coordination
- Book and schedule pallet collections through the pallet network system.
- Liaise with customers to arrange suitable collection times.
- Ensure all collection information is accurate and complete before submission.
- Monitor collection progress and resolve any issues or delays.
- Coordinate with drivers, depots, and network partners to ensure successful collections.
Customer Service
- Handle inbound and outbound customer calls and emails professionally.
- Provide updates on collection and delivery status.
- Resolve customer queries, complaints, and service issues promptly.
- Build and maintain positive relationships with customers.
- Escalate complex issues to management where necessary.
Administration
- Enter and maintain accurate customer and shipment data.
- Process collection requests and update transport management systems.
- Produce reports on collections, service performance, and customer issues.
- Maintain records in accordance with company procedures.
Operations Support
- Work closely with the traffic and warehouse teams to ensure smooth operations.
- Assist with POD (Proof of Delivery) requests and shipment tracking.
- Identify opportunities to improve customer service and operational efficiency.
- Support the team during peak operational periods.
Skills & Experience
- Previous experience in customer service or transport/logistics.
- Experience working with a pallet network is desirable.
- Excellent communication and interpersonal skills.
- Strong organisational and time management abilities.
- Ability to prioritise workload in a fast-paced environment.
- Good problem-solving and decision-making skills.
- Competent in Microsoft Office (Word, Excel, Outlook).
- Experience using transport management systems (TMS) is an advantage.
Personal Attributes
- Customer-focused with a positive attitude.
- Reliable and dependable.
- Able to work under pressure and meet deadlines.
- Strong attention to detail.
- Team player with the ability to work independently.
- Professional and courteous manner.
Key Performance Indicators (KPIs)
- Collection booking accuracy.
- Customer satisfaction levels.
- Response times to customer enquiries.
- Successful first-time collection rate.
- Complaint resolution times.
- On-time collection performance.
Working Hours
- Full-time, Monday to Friday 09:00 - 18:00 (with occasional flexibility depending on operational requirements).
- 1 in 2 Saturday mornings - Paid as overtime
Pay: £28,000.00-£32,000.00 per year
Experience:
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
