Customer Service Representative

1 month ago

Tunbridge Wells, Kent, United Kingdom Logistics UK Full time
About Logistics UK

Logistics UK is a leading business group in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.

An effective supply chain is vital to the success of our members, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.

Job Summary

The Customer Service Administrator will provide support, assistance and information to members, non-members and colleagues. This busy department is the primary point of contact for our customers and the aim of the role is to provide a memorable and positive experience for all.

Key Responsibilities
  • Provide first line support for all incoming enquiries, including phone calls and emails, and take ownership of the request.
  • Proactively follow up web and general enquiries to gain further information and close the opportunity or forward to the relevant account manager/department as required.
  • Manage the course booking/administration of all Training Consolidated Opportunities and Contracts.
  • Explore opportunities to upsell where applicable.
  • Liaise with other departments, promoting cross team working.
  • Proactively manage membership debts, ensuring all allocated are resolved within the allotted time scales and team targets are met.
  • Log all communications with members onto the database accordingly.
  • Maintain the integrity of data in the CRM system through regular and accurate record updates.
  • Meet both external and internal SLA's.
Requirements
  • Candidate must have a customer focused approach.
  • Exceptional telephone communication skills with a professional and confident communication style.
  • The ability to communicate at all levels with customers and internal stakeholders and using different methods of communication.
  • Strong analytical skills and the ability to use IT systems including CRM databases.
  • Reliable, punctual, and possessing well developed planning and organisational skills.
  • Computer literate, with the ability to use varied IT systems including CRM databases.
  • Demonstrate strong numeric and literacy skills.
  • Proven ability to manage own time and workload whilst remaining a team player.
  • Candidate should be confident and self-motivated, demonstrating a professional attitude and proactive approach.
  • Ability to work under pressure and meet deadlines.
Benefits

We value our employees and offer a wide range of benefits recognising that no two employees are the same – everyone has different preferences and needs that change over time.

  • 25 days of annual leave plus bank holidays
  • Christmas Working Arrangement for extra days off during the festive period
  • Health Cash Plan for all employees and Private Medical Insurance for managers
  • Employee Assistance Programme and Mental Health First Aiders
  • Enhanced Family Leave policy
  • Flexible and remote working arrangements
  • Two paid days off per year for charity or volunteering work
  • Various learning and development opportunities
  • Range of pension schemes
  • Award scheme to recognise outstanding employees
  • Life Assurance Scheme for peace of mind

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