Customer Service Advisor

Job Title:
National Operations Customer Service Advisor

Hours:
8 hours per week, Monday to Friday (working hours could vary from 9-5, 10-6, 11-7, 12-8)

Reporting to:
National Customer Service Manager

No. of Reports:
0



Job Purpose:

• To develop and maintain all customer relationships at a high standard. Encourage new business by selling all of the benefits of the Speedy Freight service to current customers.
• Ensure all KPI reporting for required customers is kept at a high standard of accuracy.
• Management of new bookings onto the internal TMS system, and sourcing of external vehicles in line with company procedures.
• Assist with new customer onboarding, including account creation onto the internal TMS system.

Main Responsibilities and Objectives:


Responsibilities & Objectives

• To build a reference portfolio of preferred drivers and vehicles
• Receive orders over the telephone and input into the company computer systems
• Plan and produce effective transport solutions guided by the operating model
• To control resources (vehicles, drivers) ensuring all legal constraints are adhered to (Weight limits, Working Time Directive and EU drivers’ hours regulations)
• Ensure that housekeeping is completed to the required standards
• Review allocated customers making sure that work is planned to time, and correct equipment is efficiently utilised
• Communicate with customers and drivers to ensure customer KPI targets achieved and maintained
• Develop customer relationship via regular telephone communications
• Contribute to the team performance by sharing and implementing best practice ideas
• To work to deadlines and work independently when required
• Communicate effectively and professionally with all levels of staff and clients
• Flexible approach required

Statutory Duties

• Co-operate with your employer to enable any legal obligations to be complied with
• Do not recklessly interfere with anything provided by the employer or others in the interests of health, safety or welfare.
• Bring to the attention of the Company Health and Safety Manager any perceived short comings in health and safety arrangements, situations or processes that you consider to be serious or which may present danger to you or others.
• Do not undertake or request others to undertake any works for which you/they do not hold the required competency or authority to undertake.

Interfaces
Internal

• Liaise with team members, General Manager, Franchise Development Managers, Directors, their direct reports and Employees at all levels within the Company, compliance to HSE legislation and Company objectives.
• Directors

External
· Customers
· Suppliers / Drivers
· Contractors




Qualifications:
Core.
· IT Literate including Microsoft, word, excel and outlook.
· Written, oral English and Mathematics to GCSE standard

Desirable

• Awareness of Relevant Legislation

Experience:

• Experience with the transport sector within the UK

· Strong customer service ethic with negotiation skills
· Experience in retaining and building good customer relationships
· Excellent verbal and written communication skills
· Articulate with a confident phone manner
· Good organisation skills with the ability to multi task and prioritise workload




Performance Management Responsibilities:


The areas of responsibilities and objectives (above) are to be monitored via the appraisal process and internal meetings.




Technical Skills:

• IT Literate including Microsoft Word, Excel, Outlook.

Business Skills:

• Professional and confident manner
• Excellent Communicator
• Good customer service skills
• Ability to work within a team and under own initiative
• Good organisational skills
• Ability to work well under pressure
• Good literacy and numeracy skills
• Report writing