Customer Service Representative

6 days ago

Enderby, Leicestershire, United Kingdom Aptean Full time
About the Role

We are seeking a highly skilled 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:

  • Provide exceptional customer service through daily communication with customers, establishing meaningful relationships, and efficiently managing bookings and performance.
  • Utilize our internal systems for monitoring operational activities and reporting any non-compliance with agreed processes to customers and management.
  • Report daily operational Key Performance Indicators (KPIs) both internally and externally, ensuring transparency and accountability.
  • Educate customers on our services and policies, escalating and providing detailed information on customer complaints in line with Service Level Agreements (SLAs).
  • Handle Proof of Delivery (POD) requests and efficiently manage the claim process, ensuring timely resolution and customer satisfaction.
  • Respond promptly and professionally to customer queries, providing accurate and helpful information.
  • Ensure the accuracy of incoming data, thoroughly investigating and agreeing on the cost implications of any data quality issues.
  • 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, providing insights and recommendations for process improvements.
  • Report any fluctuations in volume or profile changes contrary to forecasts, escalating findings to management or Account Management.
About You

We are looking for a motivated and experienced customer service professional with a background in logistics, transport, or supply chain. The ideal candidate will possess:

  • Excellent communication and interpersonal skills, with the ability to form and nurture relationships with key stakeholders.
  • Experience in a fast-paced environment, with the ability to prioritize tasks effectively and work independently.
  • Strong IT skills, with the ability to navigate our systems and tools effectively.
  • Good presentation and communication skills, with the ability to articulate complex information in a clear and concise manner.
What's in it for you?

Aptean offers a competitive salary and robust benefit plans, along with opportunities for career growth and development in a fast-paced and flexible environment. As a valued member of our team, you will have the opportunity to work with a global provider of mission-critical, industry-specific software solutions, and contribute to the success of our customers and the company.

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