Customer Service Executive

We are seeking an energetic, outgoing, Customer Service Executive to join our new and growing logistics business which is a founding shareholder member in the esteemed Pallet Track network and operates our 4-acre operating site in Heckmondwike where we have storage, public weighbridge, meeting rooms and secure HGV parking facilities.

This role is a part-time role with a view to becoming full time or a job share in the future. If you have your Class 1 or Class 2 driving qualification, this could be a full-time hybrid role with immediate effect. We also operate on weekends too. We believe that our people are our most valuable asset - if you invest in us, we will invest in you. This is an exciting opportunity to join new company James Wilby Logistics Limited which forms part of the James Wilby Group of Companies. We’re looking for an individual who shares this belief, who will be with us for the long haul and form part of our future through their own personal progression through the “James Wilby Way”. You will proactively help us to drive forwards our business and excel with us whilst demonstrating the following personal attributes:
Personal Attributes
- Communication: Excellent communication skills, both verbal and written, as you will be responsible for communicating with our Operations Team and Key Stakeholders
- Interpersonal skills: Good interpersonal skills and be able to build relationships across the Operational Team and with Senior Leadership Team members, in addition to our prized customers and other relevant Key Stakeholders.
- Problem-solving and multitasking skills: Good problem-solving skills and be able to identify and address issues that may arise and work on your own initiative to resolve, embarking on the support of others when you are unable to resolve
- Time management and attention to detail: Excellent time management skills and be able to prioritise tasks and manage your time effectively. Whilst working at pace, being able to see the small details that often make the difference
- Organisational skills: Excellent organisational skills and be able to manage multiple tasks and projects effectively. A self-starter who with direct your time effectively to help driver the business forwards
- Adaptability: Able to adapt to changing circumstances and be a good team player through change and challenges. The ability to work under the pressure of a busy, time critical, transport operation is imperative
- Self-management: Managing all aspects and tasks of the job role within a clear timeframe and working with your manager on your own personal development
- Leadership: An aspiring leader, including the ability to lead by example in our company core values and be resilient when required

Key Responsibilities
- Customer Service: ensuring that customers and key accounts have a regular touch point; ensuing we have frequent contact with major accounts, responding to customer queries and requests in a timely manner with courtesy and clarity. Building good relations with the Pallet Track operational team and other depots within the network whilst building good relations with subcontractors and the driver workforce.
- Transport Management Systems: using these industry technology tools to respond to customer queries, driver’s requirements, network depots queries, freight forwarding partners and subcontractors, logging any relevant details accurately and clearly. An example of these systems are VIGO TMS, Sage HR, FleetCheck, Falcon, Tachomaster.
- Internal communication: ensuring a healthy flow of communication between all JW companies. Being a key point of contract for our planners and drivers, customers, subcontractors and other network depots. Supporting the distribution of internal communications and ensuring that notice boards are kept up to date with relevant information.
- External communication: building and maintaining good relationships with relevant hauliers within the Road Haulage Association and Pallet Track Network, Driver Agency’s and any other relevant key industry partners, such as the RHA. Excellent telephone skills and ability to pick up the phone and call lapsed accounts or follow up on new leads. Ability to use relevant social media platforms to build companies profile positively.
- Relevant Transport Laws and Regulations: actively keeping up to date with laws and regulations such as Drivers Hours & Records, Driver Infringements, Local Roads and Restrictions. Looking to your manager for ongoing support in the regulations operating in the transport sector and furthering your own understanding by taking part in various webinars and learning materials that are available.

Qualifications and Experience

Essential
- IT proficiency: competent IT skills and knowledge of Transport Management Systems such as Vigo, Tachomaster, FleetCheck, Sage HR
- Writing Skills: excellent command of the English language including proof reading and editing skills
- MS Office: competent in the MS Office suite, incl