Customs Support Specialist

4 weeks ago


Southampton, United Kingdom CNS - Community Network Services Full time
About the Role

We are seeking a skilled Customs Customer Service Specialist to provide exceptional support to our customers in Southampton, ensuring timely resolution of incidents and requests.

This role involves working a varied shift pattern, with one week of early shifts, followed by mid-shifts, and then late shifts. Additionally, the successful candidate will be required to be on call every 5 weeks.

The successful candidate will be responsible for:

  • Providing 1st and 2nd line support, including call handling, logging, prioritizing, diagnostics, and fixes to ensure resolution within SLA for all incidents for all customers 24/7.
  • Performing 1st line diagnosis on customer networking and communications or liaison with third-party suppliers.
  • Liaising with Regulatory Authorities, Terminal Operators, Shipping lines, System Integrators, Freight Forwarders, and Third Parties to ensure the customer's freight is kept moving at both ports and airports.
  • Performing new customer installations, upgrades, configuration changes, and ceases of both CNS-provided services and communications to enhance the customer experience throughout the customer lifecycle.
  • Accurately escalating incidents requiring 2/3rd line support to ensure the customer receives a response and timely resolution from all areas of the business.
  • Providing excellence in Customer Service through professional and consistent support and by taking ownership of all customer contacts, ensuring customer satisfaction is achieved at Incident closure.
  • Handling customer complaints and/or forwarding them to the relevant manager for a formal response.
  • Maintaining customer configuration and service provision records and history.
  • Gaining knowledge and expertise in all CNS's applications.
Requirements

To be successful in this role, you will need:

  • At least 3-5 years of customer service experience, ideally within transport, logistics, maritime, or similar sectors.
  • 2 years of customs experience is essential.
  • Previous experience of CNS or other CSP.
  • ITIL Foundation certificate is preferred.
  • Knowledge of maritime and airfreight imports & exports; ERTS; CHIEF/CDS; EDI Messaging.
  • Proficiency in speaking other language(s), in particular Dutch as this will enhance your ability to communicate with our diverse client base.
  • Excellent communication skills, both verbal and written.
  • Ability to work as a team and individually.
What We Offer

We offer a competitive compensation package and a chance to work in a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere.

We are an equal opportunities employer and welcome applications from all qualified candidates.



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