Customer Service Representative

5 days ago

Kingsley Park, United Kingdom DACHSER Ltd Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Representative to join our team at DACHSER Ltd. As a key member of our operations team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Administration of UK and import shipments using the Dachser Domino IT system and Active Report, as well as relevant partner systems.
  • Ensure compliance of standard operating procedures and maintain quality standards.
  • Help resolve Customs issues for customers and 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 the UK and other branches in the network to ensure that agreed service levels are met.
  • Take accountability for quality and production control reports and provide a professional image of Dachser while dealing with customers and suppliers.
  • 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 and record accurately all actions taken.
  • Error report management utilising the Active Report system and correct cost accrual, managing financials and processing of purchase invoices.
  • Accurate POD management and archiving and handle and resolve customer complaints in a professional manner.
  • 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.

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