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Sameday Courier Customer Service Coordinator

2 months ago

Warrington, Warrington, United Kingdom Freight Personnel Full time
{"title": "Customer Service Coordinator", "subtitle": "Join our team as a Customer Service Coordinator and take ownership of the customer experience for new and existing clients.", "content": "

We are seeking an experienced Customer Service Coordinator to join our Logistics Team. As a key member of our team, you will be responsible for providing a world-class customer experience, prioritizing the top 15 clients, and ensuring service level targets are met with all other customers.

Key Responsibilities:

  • Provide a world-class customer experience, prioritizing the top 15 clients, and ensuring service level targets are met with all other customers.
  • Liaise with the Logistics Team Manager and Sales Team to ensure maximum spend from all customers.
  • Conduct a weekly review of Customer Sales Analysis, collating a weekly customer care call list and highlighting any significant negative spend trends to the Logistics Team Manager and Logistics Team Supervisor.
  • Manage the distribution of customer care calls to Coordinators, ensuring to maximize customer relations/spend and update CRM post-call and escalate to management where required with feedback.
  • Take the lead in proactively following up quotes as per company procedures to enhance sales and customer relations, noting CRM with any critical feedback ensuring to communicate feedback to the logistics team for future reference.
  • Secure as much new business as possible using commercial awareness to provide competitive rates and selling the high service offering the business provides its clients.
  • Follow up leads with customer care packs mailed directly to contact(s) to maximize this Sameday Courier Company to client exposure.
  • Ownership of obtaining PO numbers and updating all order amendments/cost changes.
  • Work closely with the sales function to increase the number of active customers, ensuring new clients are being serviced as agreed during the onboarding process.
  • Handle complaints promptly and effectively, communicating and/or escalating to the Logistics Team Supervisor and Manager immediately.
  • Ensure all leads are followed up immediately and the information is added to the new business spreadsheet and update CRM/Sales Manager immediately if the lead is A-class customer potential.
  • Call in new business delivery confirmations and request Google reviews to boost company profile.
  • Coordinate POA order requests to meet the needs of the customer expectations while ensuring to maintain GP targets.
  • Build positive supplier relations with local partners for POA work, aiming to maximize response time, agree beneficial rates, and enhance service for customers.
  • Negotiate fair and reasonable costs for drivers/suppliers when unexpected amendments arise such as handballing items, address changes, etc., and communicate with the Logistics Team to ensure customer costs are updated and communicated accordingly.
  • Qualify customer enquiries as per operational procedures to ensure the correct level of insurance is in place for the customer, obtaining special ad-hoc insurance when required.

Requirements:

  • 2-3 years' minimum experience in a customer service or similar role (B2B) ideally from a Sameday Courier/Time Critical Logistics environment, but if not then a similar Transport-related environment.
  • An ability to work effectively in a small team.
  • High level of attention to detail and process-oriented.
  • Strong organizational and planning skills.
  • Operates in line with company values & behaviors.
  • Confident and competent in inbound and outbound business phone calls.
  • An effective communicator - written and verbal.
  • Enjoys problem-solving.
  • A self-starter who is resilient and can work under pressure.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

", "lang_code": "en-US"}