R&r Customer Service Specialist

**Road & Rail Customer Services Specialist**

**Location**: Lichfield

**Hours**: Full time, 37.5 hours per week, 08:30 - 17:00 Monday to Friday

**About the position**:
The purpose of the Road & Rail Customer Services Specialist is to complete the full road freight process from start to finish and act as the department ambassador and link between colleagues, internal/external customers, stakeholders and partners. To develop existing and new business to improve growth across the department.

**Key Tasks and Responsibilities will include**:

- Provide quotations for both Partners and Customers using tariff or Product Support where necessary.
- Liaising with our European Partners and Customers to find resolutions to any arising challenges within agreed SLA’s.
- Building and arranging consignments for both Partners and Customers.
- Understating SOPS and Rate Cards ensuring all additional revenue is captured and service levels are adhered to.
- Maintain effective communication internally and externally.
- Providing performance KPIS as per customer requirements.
- Maintain data quality and file accuracy to company and ISO standards, enabling a smooth transit for consignments.
- Respond and address invoice queries in a timely manner.
- Track and trace all customer consignments through to completion, liaising with European Partners/National Team.
- Update consignment status’s and internal notes for up to date visibility.
- Provide polite and professional customer service at all times.
- Report failures in a pro-active manner and offer resolutions where possible.
- Respond to customer concerns and resolve or escalate where appropriate.
- Use of external systems for both Customers and Partners.
- Ensure an understanding of customs requirements for both Import and Export shipments, seeking support from our internal departments should it be needed to ensure compliance.
- Check all shipment documentation, including hazardous paperwork, escalate any discrepancies with our onsite DGSA.
- Follow the defined company process for claim handling for all potential claims to either resolution or escalation.
- Develop existing business through maintaining and improving high levels of service excellence and quality.
- Actively ensure that defined company processes for the recovery of shipment costs are adhered to.
- First point of customer escalation for Partners and their customers both internal and external, developing a strong and productive relationship.
- Meet and wherever possible exceed customer expectations within the individual Partners budgetary and operational restrictions.
- Spotting and developing additional revenue and business opportunities.
- Undertake training where necessary to be proficient in all Partner requirements, including specific accounts and customers.
- Work pro-actively with other departments and contribute to a positive workplace environment

**About you**:

- 12 months Knowledge & experience of working in a Road Freight environment.
- Experience of working within a customer facing environment.
- Good knowledge of geographical areas within the UK
- High level of accuracy with attention to detail.
- Ability to work under pressure and to tight deadlines.
- Ability to work effectively under own initiative.
- Hard working, diligent with a flexible adaptable approach.
- Good team player.
- Good written and verbal communication skills

**Salary is dependent upon qualifications and experience.**

**Our Values**:
As a Global active logistics service provider, Hellmann Worldwide logistics serves solutions for every logístical challenge. In our vision, we year and strive for a better world: A world where humankind takes care of the environment, quality of life is improved, and social equity is reality. We can only realise this world together

At Hellmann Worldwide logistics, we look for people who live;
- Our caring spirit, which makes us stand out from the rest
- Reliability and are accountable in every situation
- Entrepreneurship by knowing the business, industries and the market
- Forward thinking and are bold to bring in new ideas to perspectives

**Right to Work UK**

**We are not looking to engage with any external recruitment agencies.