Brief Description of Role (i.e. purpose of role)
First point of contact for a defined list of customers. Ensuring that all orders are carried out with an outstanding level of customer service.
Key Activities & Responsibilities (Level Basic / Intermediate / Advanced)
Key Activity 1 – Health & Safety approx. 5% time
Responsible for one’s own, co-workers and stakeholder’s Health and Safety
Key Activity 2 – Service Delivery approx. 70% time
Managing export orders out of Europe, keeping customers informed of any impact or changes to their orders as soon as possible and in the case of delays, provide alternative options and costs with the communication.
Booking export orders with Shipping Lines and ensuring Bills of Lading are issued in a timely manner.
Through the creation of an order, ensure all the required details are captured in the system and communicate key requirements to other internal departments to ensure all customer requests are met.
Key Activity 3 – Cost Recovery approx 20% time
Through the kickback report and review of the jobs after completion, review, advise the customer and recharge all applicable additional costs.
Key Activity 4 – Improvement Planning approx 5% time
Through complaint handling and alongside Commercial Managers and Operations Team, review areas requiring improvement and design, implement and monitor improvement plans.
Review and monitor templates against completed orders to ensure all necessary instructions are available for relevant parties
Selection Criteria
Qualifications, Skills and Knowledge E/D* *Essential/Desirable
Excellent communication with both customers and colleagues and the ability to develop relationships both internally and externally. - E
Ability to develop and maintain business relationships. - D
Strong commercial acumen. - D
Experience
Previous roles in customer service within logistics industry. - E
Experience of advising and recharge costs. - E
History of growing and developing relationships with customers. - D
Competencies
An ability to work well under pressure. - E
Ability to manage teams and motivate them - D
Communicate with various departments to achieve common goals. - D
Personal Attributes & other requirements
Able to withstand high pressure situations. - E
Willing to travel and on occasion, work unsociable hours. - E
Other Information:
Budgetary Responsibilities
£0 although will be responsible for the invoicing and monitoring of between €2 and €20 million worth of sales.
KPIs
- Achieve service and financial targets and operate within set budgets.
- Deliver outstanding levels of customer service.
- Develop and maintain excellent relationships with both internal and external stakeholders.
- Typical Problem Areas Faced in Role
Operational issues.
- Changes to demands by customer.
- Communication breakdowns.
- Problem solving of exceptional situations with staff and customers.
- Organisational Relationships within the job:
Job Type: Full-time
Pay: From £28,500.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Work from home
Work Location: In person
