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Customer Service Representative

2 months ago

Enderby, Leicestershire, United Kingdom Aptean Full time

About the Role

We are seeking a highly motivated and experienced Customer Service Advisor to join our team at Aptean. As the primary point of contact for customer service inquiries, this role is pivotal in ensuring the delivery of a high-quality and timely service.

Key Responsibilities

  • Utilize our proprietary inform system for monitoring operational activities and ensuring seamless communication with customers.
  • Report any non-compliance with agreed processes to our 3T Account Management team and customers.
  • Report daily operational Key Performance Indicators (KPIs) both internally and externally to stakeholders.
  • Evaluate and respond to customer complaints in line with Service Level Agreements (SLAs) and escalate as necessary.
  • Efficiently manage the claim process and handle Proof of Delivery (POD) requests.
  • Respond promptly and professionally to customer queries, ensuring accuracy and thoroughness in all interactions.
  • Monitor customer compliance, ensuring that our service aligns with customer Standard Operating Procedures (SOP) and report any deviations.
  • Generate accurate operational reports on a weekly and monthly basis, highlighting trends and areas for improvement.
  • Report any fluctuations in volume or profile changes contrary to forecasts, escalating findings to the line manager or Account Management.

About You

  • Experience in a customer service role within logistics, transport, or supply chain is required.
  • Motivation: Capable of working independently, taking initiative, and being self-motivated.
  • Experienced in working in a fast-paced environment with the ability to prioritize tasks effectively.
  • Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
  • Skills: Possesses excellent IT skills to navigate systems and tools effectively.
  • Skills: Demonstrates good presentation, communication, and interpersonal skills.

What's in it for you?

Aptean offers competitive pay and robust benefit plans, along with the opportunity to grow your career in a fast-paced, flexible, and casual environment. Our company culture values diversity, equity, and inclusion, and we are committed to promoting a workplace where everyone can succeed.