Customer Service Executive

Salary - £23,796

Location - Trafford Park

Consultant - Sarah Duffy

Our Client is a leading provider of logistics and transportation solutions, committed to delivering excellence in service and customer satisfaction. We are currently seeking a dedicated Customer Service Executive to join our Road Freight Department and contribute to our mission of ensuring timely and accurate movement of freight and information while providing exceptional customer service.

Role Overview:

As a Customer Service Executive in our Freight Department, you will be responsible for ensuring seamless communication and support for both internal and external customers. Your primary focus will be on maintaining high levels of customer satisfaction through efficient handling of inquiries, proactive problem-solving, and meticulous attention to detail in all aspects of freight management.

Main Duties and Responsibilities:

• Prepare and send weekly KPI reports, ensuring accuracy and timeliness.
• Verify shippers’ commercial invoices for customs compliance.
• Monitor outstanding Proof of Deliveries (PODs) and follow up as necessary.
• Collaborate with third-party brokers for clearance submissions.
• Analyze customer performance and identify opportunities for improvement.
• Maintain records of customer claims and ensure timely resolution.
• Handle customer calls and queries professionally and efficiently.
• Track and trace inbound shipments, providing customers with accurate transit information.
• Ensure accurate data input and adherence to company policies at all times.
• Proactively identify customer needs and provide solutions to enhance their experience.
• Manage and resolve daily complaints promptly and effectively.
• Foster positive relationships with internal stakeholders to ensure alignment and collaboration.
• Support the implementation of new services, products, and systems.
• Collaborate with other departments to ensure smooth delivery operations.
• Handle escalated cases until customer satisfaction is achieved.
• Analyze and resolve claims and compensation cases.
• Perform ad hoc tasks as required.

Key Skills:

• Strong organizational and commercial awareness.
• Ability to work well in a team environment.
• Flexibility and adaptability to meet changing demands.

Requirements:

• Prior experience in customer service, preferably in logistics or transportation.
• Advanced skills in Microsoft Excel and Word.
• Understanding of road freight logistics.