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Customer Service Administrator

4 months ago

Rochdale, United Kingdom Mpeople Recruitment Full time

Mpeople Recruitment are currently seeking an enthusiastic and confident **Customer Service Administrator (Outbound)**on behalf of our client who are a reputable and thriving international logistics provider based in **Rochdale**.
- Location: Rochdale (**OL16**)
- Hours of work: 07:30 - 16:30 or 08:00 - 17:00, Monday to Friday
- Salary: Up to £22,500 dependent on experience
- Benefits: 27 days holiday plus bank holidays, advanced company pension, and free parking

The Customer Service Administrator will liaise with a wide range of business stakeholders to ensure that the customer receives a quality service, to maintain strong working relationships. The aim of the role is to develop a culture of trust both internally,within the business (internationally) network and with the customers, in the pursuit of delivering a quality service to the customer. The role will interact with the customers and provide and process information in response to inquiries, concerns and requestsabout the collection or delivery of export shipments and UK shipments.

**Duties will include but not be limited to**:

- Providing exceptional levels of Customer Service to a portfolio of customers, and ensuring that service requirements are met
- Administration of export and UK shipments and arrival times, using the internal CRM systems
- To provide a professional image of our client in dealing with customers on the phone or electronically
- To communicate and co-ordinate with internal departments to ensure that the agreed service levels are met
- To proactively inform the customer of any issues or deviations to the plan and provide an alternative course of action
- To respond promptly and accurately to customer enquiries
- To record accurately all actions taken so that they can be reviewed and analysed
- Error report management and customer KPI report production (utilising CRM systems - the Active Report system and Hyperion)
- To analyse data from IT systems to understand the customer situation
- To handle and resolve customer complaints in a professional manner
- To remain self-controlled and professional, listening to what customers think and feel in order to make them feel important and deal with their concerns effectively
- To develop a culture of trust both within and outside the immediate team in the pursuit of delivering a quality service to the customer
- Occasional visits to customers including face to face meetings and service reviews

**The required traits, skills, and background**
- Excellent communication and rapport building skills (written and verbal)
- Ability to tailor your communication/language in a way that the customer understands
- Understands the importance of listening and understanding situations from another’s perspective
- Excellent problem solving and analysis skills
- High levels of accuracy and attention to detail
- Able to efficiently plan a workload that has proactive and reactive elements to it
- Adaptable and willing to learn
- Self-motivated and able to use own initiative to manage your own workload
- **Experience within the logistics or transport sector (road operations) would be advantageous, but is not essential**:

- **Geographical knowledge of Europe would also be advantageous but is not essential**

Please note that Mpeople Recruitment cannot always respond to all applicants due to the high volume of CV's received. We wish you the best of luck with your job search.