Road & Rail Customer Services Specialist - Fixed Term Contract

Job content

Customer Services Specialist

Hours: Full time, 37.5 hours per week, 9:00 – 17:30 Monday to Friday

About the position:The purpose of the ERF Export 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:

• First point of customer escalation for partners, suppliers & customers both internal and external
• Ensure that all relevant rate requests and quotes that cannot be processed from the defined rates sheet are escalated to the product team
• Carry out quarterly/monthly reviews in conjunction with their supervisor for appropriate customers
• Maintain effective communication between internal departments
• Liaison with foreign partners
• Understand and apply the SOPs for relevant customers
• Organise shipment collections including Ex works for Partners
• Enter all relevant shipment data including partner shipments into Hellas
• Plan all export departures cost effectively
• Inform relevant departments of special requirements including Partner bookings
• Identify, respond and address invoice queries in a timely manner and as per agreed SOPs
• Maintain data quality and file accuracy to company and ISO standards
• Investigate and resolve all freight discrepancies efficiently with relevant departments
• Check all hazardous documentation prior to loading and check any discrepancies with DGSA Review stock check sheets on a daily basis and resolve any outstanding shipments
• Monitor and control track and trace for shipments and inform relevant stakeholders of their status
• To provide excellent customer service to all relevant customers Liaise directly with the customer to build relationships
• Raise non conformances where appropriate
• Respond to customer concerns and resolve or escalate where appropriate
• Report daily failures and information to all relevant parties where necessary
• Provide operational suggestions for improvement
• 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
• To process the system plus shipments as per the agreed System Plus SOPs via the dedicated System Plus systems and TMS

About you:
The ideal candidate will be educated in Maths and English (oral and written) to GCSE, Standard Grade or equivalent; grade A-C and be able to demonstrate highly competent computer skills in all areas of Microsoft office. Have up to 1 years’ experience in the freight forwarding industry with excellent written and verbal communication skills.

Possess customer service experience

Good knowledge of geographical areas within the UK

Possess the ability to work accurately while under pressure and to tight deadlines

Salary is dependent upon qualifications and experience.

Hellmann Worldwide Logistics - Employee Benefits

• Professional Development
• Agile Working
• Buying and Selling Annual Leave
• Birthday Leave Day – after 12 months service
• Wellbeing – Employee Assistant Programme (EAP)
• Medicash Health Benefits – after 3 months service
• 33 days annual leave – (pro-rata if part time)
• Long Service Awards
• Employee Referral Scheme
• Company Pension – after 3 months service
• Company Sick Pay Scheme – following 6 months service
• Death in Service Insurance

Right to Work UK

In accordance with Home Office guidance successful candidates will be required to show evidence of their right to work in the UK before their commencement of employment. The successful candidate therefore must be able to demonstrate their right to work status for the UK during the recruitment process. We encourage you to review the UK Home Office guidelines ahead of submitting a job application to review whether you meet the criteria and understand the immigration fees that you would be responsible for when making a visa application.

All offers of employment are subject to a five year background check and criminal records check satisfactory to our Company.

Successful applicants will be contacted to arrange an interview. Unfortunately due to the volume of CV’s we receive we are unable to reply to unsuccessful candidates at this stage. If you have not heard from us within 2-3 weeks, your application has not be successful on this occasion.

Please note should sufficient applications be received we reserve the right to close this vacancy at any time, we therefore encourage all interested applicants to apply at their earliest convenience to avoid disappointment.

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

Job Types: Full-time, Fixed term contract

Salary: Up to £28,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company pension
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Sick pay

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application question(s):

• Have good knowledge of geographical areas within the UK

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)
• freight forwarding industry: 1 year (required)

Work Location: In person