Time Critical Service Delivery Agent

2 weeks ago

Colnbrook, United Kingdom First Choice Staff Full time

Job Title: Time Critical Service Delivery Agent

Hours: Monday to Friday 9am 6pm

**Salary**: GBP32K-GBP34K P/A based on experience

Purpose of the Role:
Providing shipping solutions that meet or exceed the customers expectation. To provide both internal and external customers with excellent customer service when dealing with them in any situation.

**Qualifications**:
Extensive experience within the Airfreight industry, specifically dealing with Time sensitive

shipments

Outstanding customer service skills

Operational process knowledge

Ability to work in a high-pressured environment

Strong interpersonal skills

Excellent written and verbal communication skills

Good Maths and English

Good at establishing working relationships and developing personal contacts

Strong personal influencing and consultative skills

Good analytical and commercial awareness

Self-motivated with good judgment and decision-making qualities

Strong Negotiation skills

Scope of role

To deal with internal and external customer queries in a timely and efficient manner.

Work with local service providers worldwide to establish the optimum transport solution
- Express Air, Hand carry or Road

To always provide a high level of customer service whilst ensuring compliance and

performance targets are met in line with company processes and procedures.

Establishing the best transport solution, Express Air, Charter, Hand carry or Road

Complete Customs checks

Providing accurate complex quotations and gaining 3rd party costings

Taking booking details, arranging collections/deliveries

Tracing and tracking of all shipments and keeping customers up to date with a pro-active

mentality.

Support 24/7/365 operations and service delivery

Key activities

To act as the first point of contact for all internal and external customers

contacting Time Critical

Answer all calls to the Service Centre within 3 rings in a professional manner.

Ensure all queries and complaints are investigated and responded to

promptly, both from external and internal customers / supplier

Deal with all internal and external customers visiting the Service Centre in a

professional manner.

Responding to Problem Pieces and ensure redistribution is arranged in

accordance with required standards

Represent the business in a professional and efficient manner to increase

customer satisfaction.

Adhere to legislation including Health and Safety, Working Time Directive

regulations etc.

Adhere to all company procedures.

Perform any other reasonable duties as required.

in accordance with company requirements.

Represent the Service in a positive and professional manner.

Plan and prepare working practices ensuring maximum efficiency.

Manage day to day workload and seek support when required.

Be able to work within a team environment to deliver measured results.

Communicate with colleagues ensuring that service delivery levels are

consistently high.

IND1

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