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Customer Service Representative
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Customer Service Representative to join our team at DACHSER Ltd. As a key member of our customer service administration team, you will be responsible for overseeing the customer service administration of our UK domestic road operations in response to customer requests and network standards.
Key Responsibilities:
- Administration of UK and import shipments using our Dachser Domino IT system and Active Report, as well as relevant partner systems.
- Ensure compliance of standard operating procedures.
- Helping resolve Customs issues for customers.
- Maintain quality standards and excellent customer service.
- Ensure that profit is maximised at all opportunities without compromising quality.
- Produce, analyse and manage identified Key Performance Indicators offering insight into the service performance of Domestic distribution partners.
- Liaise with other departments in Northampton and the UK, as well as other branches in the network ensuring good working relations and to ensure that the agreed service levels are met.
- Take accountability for quality and production control reports.
- Provide a professional image of Dachser while dealing with customers and suppliers on the phone or electronically.
- Proactively inform the customer of any issues or deviations to the plan and provide an alternative course of action.
- Respond promptly and accurately to customer enquiries.
- Record accurately all actions taken so that they can be reviewed and analysed.
- Error report management utilising the Active Report system.
- Correct cost accrual, managing financials and processing of purchase invoices.
- Accurate POD management and archiving.
- To handle and resolve customer complaints in a professional manner.
- To remain self-controlled and professional, listening to what customers think and feel in order to make them feel important and deal with their concerns effectively.
- To develop a culture of trust both within and outside the immediate team in the pursuit of delivering a quality service to the customer.
- Occasional visits to distribution partners including face to face meetings and service reviews.
- Support the effective planning operation in the outbound function for both groupage and LTL/FTL, including Amazon as well as Aldi transport.
Requirements:
- Transport legislation knowledge.
- Customer Service qualification.
- Good educational background.
- Good geographical knowledge.
- Commercial acumen and ability to maximise profit while maintaining quality.
- Excellent communication skills with the ability to communicate verbally and in writing.
- Excellent IT skills.
- Ability to remain calm under pressure and to organise work load to maximise personal efficiency.
- Ability to solve problems and good analytical skills.
- Resilience to working in pressurised environment.
- Flexibility.
- Skilled in adapting their style and language to suit the customer, the department or the level that they are dealing with.
- High level of accuracy & attention to detail.
- Ability to work on own initiative and to take responsibility and ownership to deliver quality service to the customer.
- Experience of working in a fast paced and dynamic environment.
- Multi-tasking.
