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Customer Service Administrator

4 months ago

Royal Tunbridge Wells, United Kingdom Logistics UK Full time
About Logistics UK

Logistics UK, formerly the Freight Transport Association is one of the biggest business groups in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.

An effective supply chain is vital to Keep Britain Trading, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.

Job Summary

As a Customer Service Administrator, you will be responsible for providing exceptional support, assistance, and information to both members and non-members, ensuring a memorable and positive experience. Collaborating closely with internal stakeholders, you'll manage inbound inquiries, handle post-sales administration, and proactively engage in upselling opportunities. Your role involves maintaining CRM databases, meeting SLAs, and contributing to the overall efficiency of the Customer Service team.

Responsibilities
  • Serve as the primary point of contact for all inbound inquiries via phone calls and emails, taking ownership of requests and ensuring appropriate action is taken.
  • Follow up on web and general inquiries to gather additional information and either close the opportunity or escalate to relevant departments.
  • Conduct post-sales administration tasks, including job ticket completion, new contracts, and event requests, ensuring timely communication of joining instructions.
  • Manage pre and post-event administration tasks efficiently.
  • Handle course booking and administration for Training Consolidated Opportunities and Contracts.
  • Identify and explore upselling opportunities where applicable.
  • Collaborate with other departments to promote cross-team working.
  • Log all communications with members accurately into the database and maintain CRM data integrity.
  • Adhere to both external and internal SLAs.
  • Own and maintain the Customer Service process folder.
  • Work collaboratively within the Customer Service team, assisting colleagues and customers as needed.
  • Undertake additional responsibilities as required by Logistics UK to support business operations.
  • Manage the scheduling of Account Reviews for Account Managers to ensure high standards of member engagement.
  • Demonstrate Logistics UK’s core values: Excellence, Dynamism, Togetherness, Reputation.

Requirements

  • Customer-focused approach with exceptional telephone communication skills.
  • Ability to communicate effectively with customers and internal stakeholders using various communication methods.
  • Strong analytical skills and proficiency in IT systems, including CRM databases.
  • Reliable, punctual, and well-organized with strong planning skills.
  • Proficient in using varied IT systems, with strong numeric and literacy skills.
  • Proven ability to manage own time and workload while maintaining a team-oriented approach.
  • Self-motivated with a professional attitude and proactive approach.
  • Capable of working under pressure and meeting deadlines.

Benefits

We value our employees and offer a wide range of benefits recognising that no two employees are the same – everyone has different preferences and needs that change over time.

  • 25 days of annual leave plus bank holidays
  • Christmas Working Arrangement for extra days off during the festive period
  • Health Cash Plan for all employees and Private Medical Insurance for managers
  • Employee Assistance Programme and Mental Health First Aiders
  • Enhanced Family Leave policy
  • Flexible and remote working arrangements
  • Two paid days off per year for charity or volunteering work
  • Various learning and development opportunities
  • Range of pension schemes
  • Award scheme to recognise outstanding employees
  • Life Assurance Scheme for peace of mind