European Land Customer Service Specialist

3 weeks ago


Liverpool, United Kingdom DSV ROAD LIMITED Full time

Company description:
DSV - Global transport and logistics
DSV is one of the very best performing companies in the transport and logistics industry. 75,000 employees in more than 90 countries work passionately to deliver great customer experiences and high-quality services - as part of the operation or in a varietyof supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.

Job description:
**MAIN PURPOSE OF THE ROLE**
- To deliver first class customer service and operational efficiency through the bookings process.
- To achieve cash collection related performance targets.

**KEY ACCOUNTABILITIES**

**Customer Service, Bookings Process and Transport Management**
- The provision of excellent customer service throughout the European Land bookings process, with effective management and resolution of all associated operational issues.
- Planning and optimising transport requirements to drive margin and savings.
- The timely processing of bookings and additional charges in DSV’s operating system to ensure customer satisfaction and to enable the Customer Service Administrators (CSAs) to raise sales invoices at the earliest opportunity.
- Data input accuracy when working in operating systems and a “right-first-time” approach to avoid unnecessary rework.
- The making and facilitation of export / import customs entries and documentation when appropriate.
- Close liaison with suppliers through the bookings, loading, transportation and delivery processes, in line with customer requirements and agreed service levels.
- Proactive identification and speedy resolution and / or escalation of issues impacting customer service, cash or operating performance levels.
- Proactive challenge and negotiation of supplier performance levels and additional charges in the best interests of DSV and its customers.

**Cash Management**
- The efficient and effective daily management of aligned customer credit control responsibilities in accordance with the credit control procedure and associated training.
- To provide support to CSAs and the Procurement team relating to supplier invoice queries.

**Process**
- Safety incident investigations
- Customer complaint investigations
- Claims handling

**Role Cover**
- The provision of full and effective role cover for aligned Customer Service Representatives.

**PERSON SPECIFICATION**
- The job holder must be a strong team player with excellent verbal and written communication skills.
- The individual must operate with a close attention to detail and have a good appreciation of process and the importance of adherence to work instructions for operational efficiency and effectiveness.
- The individual must be adaptable,proactiveandhaveahighlevelofcustomerfocusand enthusiasm.
- The job holder must be able to prioritise tasks whilst working under pressure
- Some attendance and positive contribution to selected customer and supplier review meetings may be required.There may me some domestic and international travel requirements attached to the role.
- The job holder must possess a commercial awareness in support of DSV and customer financial performance.
- Customer service experience in a chemical logistics / forwarding environment is desirable.
- Experience and knowledge of international transportation and documentation, as well as a good geographical knowledge is desirable.
- Fluency in written and spoken English is essential.Other European language skills are valued but not essential.

**ROLE COMPETENCIES**
- Flexibility ~ ability to alter behaviour and opinions in light of new information or changing situations. Tenacity ~ repeated and enduring efforts to overcome obstacles and / or to complete tasks. Thoroughness ~ seeking completeness and accuracy.
- Self-Control ~ continuing to perform effectively in stressful and difficult situations.
- Initiative ~ engaging in proactive behaviour; seizing opportunities.

**WHAT WE CAN OFFER YOU**
- A role in a successful, dynamic company
- Be a part of a strong team of performance driven colleagues
- Competitive salary
- Great future career prospects for advancement
- A professional working environment.

W_e do not accept CV details from Recruitment Agencies unless DSV have engaged directly regarding the role requirements beforehand._
- If you are a Recruitment Agency, please contact to discuss._



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