Customer Service Adviser
6 months ago
**What do we do?**
Rhenus offers a great variety of different services: transport, transshipment and storage of goods and products as well as a comprising value-added services. Operating as part of a global group encompassing over 31,000 employees, you will have the opportunity to be part of a large family-owned group benefiting from a global network of diverse skills, services and resources.
Rhenus UK is experiencing an extended period of growth as a result of our continued business success and growth through acquisition. With locations spanning the UK the services we supply are vast from global air freight to local home delivery.
**What we are looking for?**
Our employees are at the heart of what we do and as Rhenus is geared toward nonstop growth. That opens up long-term prospects in a wide variety of functions-from logistics and project management to IT and finance and controlling.
Contributing your own ideas and solutions? That is your ticket to success in any of our business units. We love a problem-solving, no-fuss attitude, and we also encourage openness, fairness, teamwork and a collegial approach. Individual initiative and a can-do mindset are just as much a part of the Rhenus DNA as stability and farsightedness.
These are the qualities that keep us-and you-moving forward. If this sounds like the kind of opportunity you are looking to take on, then please contact us to find out more.
**The Role**
The purpose of this role is to respond to and effectuate any customers requirements to ensure our key account clients and spot clients receive the highest standard of customer care. This role is the front line to all Rhenus clients., and you will be responsible for all customers and their needs. You will need to demonstrate flexibility, be able to build good relationships, good solution skills and a strong desire to facilitate any processes where necessary. Rhenus aims to keep their existing clients and ensure complete satisfaction; this is more profitable than seeking new clients to replace former and displeased ones.
**Main Duties**
- Maintaining a positive, empathetic, and professional attitude toward customers at all times. Ensuring customer satisfaction and providing professional customer support.
- Possess good organisation skills with top level accuracy, exercise great attention to detail
- Responding promptly to customer enquiries through various channels
- Responsible for overseeing the day-to-day account activities of the company’s customers. Relaying delays in a timely manner and the reason for this.
- Generating rates when required, ensuring rates are accurate and all additional charges are included. Where a client is asking for a rate outside of their tariff, provide a quotation and advise respective Rhenus persons of new lane / new business potential
- Processing orders and arranging for goods to be brought into the depot in the most cost-effective way
- Acknowledging and resolving customer complaints.
- Knowing the products and services inside and out so that you can answer questions and up-sell where possible
- Demonstrating and advising clients on the customs processes, understanding broker requirements, being able to onboard clients that do not have their own broker with Rhenus own brokers where required
- Understand the customs requirements for invoices, packing lists, recognising commodity codes that require additional certification requirements and ensure they are up to customs standards in the relevant countries.
- Tasks must be performed within stipulated period of time as failure to do so can dent the company’s image in the view of the client.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues in various departments as necessary.
- Providing feedback on the efficiency of the customer service process.
- The role involves acting as the key support between Rhenus and our customer.
- Support in retention and growth of key accounts
- Dealing with agent enquiries for additional information
- Completing KPI reports for our clients
- Providing all required POD’s in a timely manner
- Ensuring customer portals are up to date, data is accurate and freight rates are complete
- Alerting Supervisors / Managers if shipment numbers increase or decrease or market habits alter
A team attitude is expected, try to assist team members where possible when your tasks are complete
**Job Types**: Full-time, Permanent
Schedule:
- Monday to Friday
**Experience**:
- road freight: 2 years (required)
Work Location: In person
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