Customer Service Executive
2 weeks ago
Ref: EH-2093
Location: Leicester
**Salary**: £21k
**JOB SUMMARY**
Ensure timely and accurate movement of freight and information, while providing exceptional customer service to internal and external Customers within the RoadFreight Department.
**MAIN DUTIES AND RESPONSIBILITIES**
- Weekly completion and sending of KPI Reports
- Ensure shippers commercial invoices have the required customs information
- Monitor weekly PODs outstanding
- Submit clearances with 3rd Party Brokers
- Analysis of new customer and at-risk-customers based on performance
- Maintaining log of customer claims
- Handle customer calls and deal with customer queries
- Track & Trace of inbound shipments
- Informing customer of transit times
- Provide solutions and initiative and understand customer’s need to improve customer experience
- Ensure high customer satisfaction level to retain customers
- Manage daily complaints and ensure timely resolution
- Maintain good and appropriate records on customer management system
- Handle and assist escalated cases until customer is satisfied
- Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated
- Ensure proper implementation of procedures and policies, new services, products and systems
- Work with all other RoadFreight departments to ensure smooth flow of deliveries
- Ensure immediate response for customers to enhance their customer service experience and strengthen their loyalty
- Analyse and resolve the claims and compensation cases
- Ad hoc task may also be required
**KEY SKILLS**
- Organisational and commercial awareness
- Team player
- Flexible and adaptable
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