Job Summary
We are seeking a reliable and customer-focused Customer Service Representative to support our transport operations.
The role involves assisting customers with booking inquiries, tracking shipments, resolving issues, and ensuring a high standard of service throughout the customer journey.
Key Responsibilities
- Handle customer inquiries via phone, email, and face-to-face interactions
- Arrange suitable delivery dates and times with consignees
- Assist with booking transport services, including scheduling and pricing information
- Track shipments and provide real-time updates to customers
- Resolve customer complaints efficiently and professionally
- Liaise with drivers, dispatch teams, and operations staff to ensure smooth service delivery
- Maintain accurate records of customer interactions and transactions
- Process orders, invoicing, and refunds in line with company procedures
- Provide information about services, routes, delivery times, and company policies
- Ensure compliance with company standards and health & safety regulations
Key Skills & Competencies
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Good organizational and multitasking skills
- Ability to remain calm under pressure
- Attention to detail and accuracy
- Customer-focused attitude with a proactive approach
- Basic IT skills (MS Office, booking systems, CRM software)
Qualifications & Experience
- Previous experience in customer service (transport/logistics experience preferred)
- Familiarity with transport or logistics operations is an advantage
Working Conditions
- Office-based
- Occasional need to handle urgent or high-pressure situations
Key Performance Indicators (KPIs)
- Customer satisfaction ratings
- Response and resolution times
- Accuracy in bookings and data entry
- Complaint resolution effectiveness
Personal Attributes
- Friendly and professional manner
- Team player with strong collaboration skills
- Adaptable and flexible
- Reliable and punctual
Pay: £29,741.40 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
