Import Seafreight Customer Care Operators

Job Description

Freightserve recruitment are looking for a number of Import Seafreight Customer Care Operators for a major Freight Forwarder based in Birmingham.The Sea Logistics Customer Care team in Birmingham play a key role in the transportation of our customers goods on their journey across the globe, ensuring attention to detail and excellent customer service.YOUR ROLEAs a Customer Care Specialist, you will play a key role in our Sea Logistics department. Through direct contact with our customer you will be responsible for providing and excellent level of customer care while and ensuring that the Operational Care teamhave all the information necessary to deliver the operation service expected by your customer. You will work closely with your Customer Care, Operational Care and Sales colleagues and make sure the customer requirements are noted and the customer gets theupdate regarding the progress of their shipment. This role has fixed and Flex options, where in, you will be required in office a few days every week and can work from home the rest of the days.YOUR RESPONSIBILITIES

• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our Net Promoter Score customer thermometer
• Ensure service excellence through a high level of forwarding and market knowledge, ensuring all requests are carried out to the agreed service levels, procedures and Key Performance Indicators
• Monitor customer shipments and provide proactive updates to customers and proactively solve problems to ensure customer satisfaction
• Document, investigate and conduct root cause analysis on any deviations using Companys systems and manage tasks through Business Process Automation tools
• Inclusion and transfer of customer requirements into the system.
• Handling all customer inquiries with a high level of customer service, in line with Companys guidelines and procedures including the provision of problem resolution to complaints in alignment with stakeholders
• Create, refine and review reports as needed including conducting performance analysis with Companys Systems and conduct claims management, from reporting through to closure
• Ensure compliance with company, industry and legal standards is adhered to across the function; this incorporates Quality, Security, Health & Safety and Environment standards

YOUR SKILLS AND EXPERIENCES

• Experience in either freight forwarding or transport planning with key focus on Sea Logistics.
• Strong customer service orientation and an ability to communicate effectively and confidently with a range of stakeholders
• Excellent organisational skills, strong interpersonal skills with the ability to problem solve
• Ability to work to the required customer quality standards and both through own initiative as well as building strong relationships and collaborating with the team
• Excellent time management skills with the ability to set priorities fulfil critical tasks in time and keep to deadlines.
• Resilience to manage change, embrace new technologies and quickly understand and execute new processes
• Excellent knowledge of MS office, specifically Excel

Excellent benefits offered including 26 days plus bank holidays.As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.