Customer Service

2 days ago


Melton Mowbray, United Kingdom Aramex Full time

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 Aramex 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

**REQUIREMENTS**
- An understanding of Customer Services
- Proven experience of using
- Proficiency in Excel and Word required
- An understanding of RoadFreight Logistics

**Additional Requirements**:

- In addition to the duties and responsibilities listed, the postholder may be required to perform other duties assigned by the Company from time to time. Subject to adequate experience and/or training.
- To participate in the annual performance appraisal and objective setting scheme.
- To work in accordance with all company policies including Health and Safety, Employment, Staff, Quality and Environmental.
- It is important that during the employment with the Company and any time thereafter, that any information relating to the affairs of the Company is treated with the highest level of confidentiality.

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

**Salary**: Up to £20,000.00 per year

Additional pay:

- Yearly bonus

**Benefits**:

- Company pension
- Cycle to work scheme
- On-site parking
Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)
**Experience**:

- customer service: 2 years (preferred)



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