Customer Service and Operations Advisor

6 months ago

StokeonTrent, United Kingdom Speedy Freight Full time

Job description

We are a successful National organisation providing logistics solutions. Part of one of the UK’s leading supply chain, transport and logistics businesses truly offering end-to-end supply chain solutions. Speedy Freight provides dedicated, same day transport solutions to local businesses. We specialise in delivering time sensitive shipments from commercial businesses throughout the UK and Europe.

Our mission is **‘To be the first choice to deliver every single time. To always be there for our customers and our team’**

Our Customer Service Advisors are an integral part of our business as they assist and manage new bookings in line with company procedures.

**Responsibilities & Objectives**
- To effectively understand customer transport needs by asking the right questions.
- Plan and build effective transport solutions guided by the Speedy Freight operating model.
- To control resources (vehicles, drivers) ensuring all legal constraints are adhered to (Weight limits, Working Time Directive and EU drivers’ hours regulations).
- Effective management of drivers through on-going communication supplemented by the use of Traffic System analysis screen and tracking systems.
- To build a reference portfolio of preferred drivers and vehicles.
- Receive orders over the telephone and input into the company computer systems.
- Liaise and negotiate prices with other Speedy Freight branches/drivers and 3rd party drivers.
- Communicate with customers and drivers to ensure customer KPI targets achieved and maintained.
- Develop customer relationship via regular telephone communications.
- Contribute to the team performance by sharing and implementing best practice ideas.
- Account management of existing business to ensure customers are spending to their maximum potential.
- Generate own leads through research and build a pipeline of potential new business utilising the company CRM program.
- To contact businesses by telephone to promote product / services. Solicit orders accordingly.
- Deliver an adapted sales pitch as per customer to meet specific needs and overcome any objections.
- Schedule appointments for sales staff to meet prospective customers.
- Understanding and achieving specific targets regarding required margin, costs per mile and utilisation.
- Ensure that admin and housekeeping is completed to the required standards.
- To conduct customer and marketing surveys and further assess the needs of each customer to ensure the service provided by Speedy Freight remains high.
- To work to deadlines and work independently when required.
- Communicate effectively and professionally with all levels of staff, customers and suppliers.
- Flexible approach required to cover on-call rota system.

**Qualifications**
- IT Literate including Microsoft, word, excel and outlook.
- Written, oral English and Mathematics to GCSE standard
- Excel / PowerPoint presentations skills.

**Experience**
- Telephone experience
- Strong customer service ethic with negotiation and telesales skills
- Excellent verbal and written communication skills
- Articulate with a confident phone manner
- Good organisation skills with the ability to multitask and prioritise workload
- Ability to source own leads through research

**Required**
- Driving License

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00 - £24,000.00 per year

Pay: £22,000.00-£24,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Stoke-On-Trent: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Reference ID: ST - CSA

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