Customer Service Executive
2 days ago
Our client, a freight forwarder is looking for a Customer Service Executive to join their office in Felixstowe.
**Job Role**:
- Provide first class, excellent Customer Service to all our Customers.
- Deal directly and develop relationships with customers by telephone or electronically
- Consistently deliver high levels of customer service & satisfaction.
- Contribute to the retention of all current business
- Proactively grow the business from existing customers and cross sell at all opportunities.
- Encourage customers to utilise their e-solutions
- Efficient response to customer issues & complaints.
- Commercial awareness & ability to identify new opportunities to increase GP levels.
- Operational handling of shipments in conjunction with National Production Units.
**Main Tasks and Responsibilities**:
- Operational: _
- Prime duty is to ensure that all documentation is completed in a correct manner and presented within the expected time frames as designated by the departmental head at any given time, full list of operational tasks attached.
- All procedures and time frames to followed as per agreed workflows & must be adhered to at all times.
- Any potential system problems must be advised to your manager immediately
Customers Service:
- Communicate effectively with customers & team members by telephone, electronically, or face to face. As per the Customer Charter
- Proactively organise workflow to meet customer timeframes.
- Provide help and advice to support customers.
- Respond promptly to customer enquiries and investigate and solve customer’s problems. Ability to escalate when necessary.
- Proactive approach in all areas of our business
- Review GP proactively and post shipment (All modes)
- Support implementation process and set up of Customer profiles.
- Ensure complete adherence to SOP/SLA.
- Attend Customer scheduled meetings when required.
- Identify any department & business efficiencies, along with Team Leader
- Ensure all pricing & quotations at branch level are delivered as per the Customer Charter.
- Administation: _
- To ensure that the customer is invoiced accurately and within expected company timeframe.
- Financial Management: _
- To ensure that once all job processes are completed that cost control is checked/file audit to ensure correct GP.
- Ensuring any negative discrepancies are investigated and reported to your manager immediately.
- Occupational Health & Safety:_
- Take reasonable care of your own and others peoples Health & Safety in the workplace.
- Report hazards in your work or in your work environment that maybe putting inadequate precautions are putting your or anyone else's Health & Safety at risk.
**Experience/Knowledge**
- Good understanding within the Freight forwarding industry. Competent with general freight forwarding requirements and procedures relating to Ocean imports, minimum of two years experience.
- Able to work well within a team and have good communication skills. Able to be flexible, approachable and understanding to satisfy customer needs
- Minimum GCSE standard in English and Maths (or equivalent) essential.
- Good level of word and excel.
- Motivator & Time Management
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