Roadfreight Customer Service Executive

3 weeks ago


Colnbrook, United Kingdom First Choice Staff Full time

Job Title: Customer Service Executive - RoadFreight

Responsible to: Customer Service Manager and/or approved designate

Work Pattern: Monday - Friday, 10:00 - 18:00 (30 min unpaid break)

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 customers 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 Company 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

Proficiency in Excel and Word required

An understanding of RoadFreight Logistics

Additional Requirements:
1. 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.

2. To participate in the annual performance appraisal and objective setting scheme.

3. To work in accordance with all company policies including Health and Safety, Employment, Staff, Quality and Environmental.

4. 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.

IND1


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