Inbound Customer Service Administrator

Description:

Title - Inbound Customer Service Administrator

Contract - Permenant

Hours - Monday - Friday (Apply online only)

Location - Northampton

Why work for DACHSER?

We’re a family-owned global logistics provider delivering over 83 million shipments a year, including everything from fashion, DIY, chemicals to medical equipment. Internationally, we are among the top 15 logistics providers in terms of sales revenue. We combine and integrate the world's most intelligent logistics network capabilities that keep the global economy running – today and tomorrow. DACHSER is a diverse, innovative and energetic workplace where everyone's ideas are always welcomed and considered. We strive to keep the family sentiment running through the business which creates an exciting, ambitious and supportive work ethic.

Whether you are looking at opportunities in operations, as part of our Regional Office or support teams, we offer a competitive salary and a range of benefits.

Pension Contribution

27 Days Holiday

Employee Assistance Programme

Discount Platform

Life Assurance

Benefit Cycle To Work Scheme

Purpose Of The Role:

To administer the European and UK road customer service operations in response to customer requests and network standards in a cost effective and efficient manner. Maximising profit whilst promoting quality and service.

Key Responsibilities:

• Administration of Import and UK shipments using the Dachser Domino IT system and Active Report. • Ensure compliance of standard operating procedures

• Helping resolve Customs issues for customers

• Maintain quality standards and excellent customer service

• Translate, analyse and deliver customer requirements through effective operations and service • Ensure that profit is maximised at all opportunities without compromising quality

• To produce, analyse and manage identified Key Performance Indicators for the Inbound customer service activity

• To liaise with other departments in Northampton and the UK as well as other branches in the network ensuring good working relations

• To take accountability for quality and production control reports

• Managing a portfolio of customers ensuring that Dachser meet their service requirements

• To provide a professional image of Dachser in dealing with customers on the phone or electronically

• To communicate and co-ordinate with internal departments to ensure that the agreed service levels are met

• To proactively inform the customer of any issues or deviations to the plan and provide an alternative course of action

• To respond promptly and accurately to customer enquiries

• To record accurately all actions taken so that they can be reviewed and analysed

• Error report management utilising the Active Report system

• To handle and resolve customer complaints in a professional manner

• To remain self-controlled and professional, listening to what customers think and feel in order to make them feel important and deal with their concerns effectively

• To develop a culture of trust both within and outside the immediate team in the pursuit of delivering a quality service to the customer

• Occasional visits to customers including face to face meetings and service reviews

Knowledge/Skills/Experience

·Excellent communication skills – with the ability to communicate verbally and in writing

·Ability to talk in a way the customer understands

·Influence and impact people across all levels in the Organisation

·Ability to listen to others and understand the situation from their perspective

·Excellent problem solving and analysis skills

·Demonstrate a thorough understanding of the logistics sector and in particular an in-depth knowledge of the network/forwarding business

·Attention to detail and high levels of accuracy

·Skilled in adapting their style and language to suit the customer, department or level that they are dealing with

·A high customer service orientation with a passion for delivering quality

·Highly adaptable

·Ability to deal with customer problems efficiently and professionally

·Ability to take responsibility to resolve issues

·Ability to build close professional relationships with customers without getting personally involved

·Ability to work on own initiative and adapt working day around the issues that need to be resolved