Customer Service Representative

2 months ago

Leicester, Leicester, United Kingdom Aptean Full time
About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Aptean. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our customers, ensuring their needs are met and exceeded.

Key Responsibilities
  • Provide timely and effective responses to customer inquiries, resolving issues and concerns in a professional and courteous manner.
  • Utilize our internal systems to monitor operational activities, ensuring seamless communication and collaboration with internal stakeholders.
  • Report any non-compliance with agreed processes to customers and our Account Management team, ensuring prompt resolution and minimizing disruptions.
  • Monitor and report daily operational Key Performance Indicators (KPIs) both internally and externally, driving continuous improvement and excellence.
  • Educate customers on our services and products, ensuring they understand our offerings and how they can benefit from them.
  • Escalate and provide detailed information on customer complaints in line with Service Level Agreements (SLAs), ensuring prompt resolution and minimizing impact.
  • Handle Proof of Delivery (POD) requests, ensuring accurate and timely processing.
  • Efficiently manage the claim process, ensuring prompt resolution and minimizing disruptions.
  • Respond promptly and professionally to customer queries, providing clear and concise 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), reporting any deviations.
  • Generate accurate operational reports on a weekly and monthly basis, providing insights and recommendations for improvement.
About You

We are looking for a highly motivated and experienced Customer Service Representative who possesses excellent communication and interpersonal skills. You will be responsible for building and maintaining strong relationships with our customers, ensuring their needs are met and exceeded.

  • Experience in a customer-facing role within logistics, supply chain, or a similar field is required.
  • Initiative and Motivation: Capable of working independently, taking initiative, and being self-motivated.
  • Adaptability: Experienced in working in a fast-paced environment with the ability to prioritize tasks effectively.
  • Stakeholder Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
  • IT Skills: Possesses excellent IT skills to navigate systems and tools effectively.
  • Communication Skills: Demonstrates good presentation, communication, and interpersonal skills.
What's in it for you?

Aptean offers a competitive salary and robust benefit plans, along with the opportunity to grow your career in a fast-paced, flexible, and casual environment. You will have the chance to work with a talented team, develop your skills, and contribute to the success of our organization.

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