Customer Service Specialist

at  Aptean

Overview:
Customer Service Advisor
Enderby UK, Hybrid Working
Are you ready for what’s next, now? We’re looking for a Customer Service Advisor for our 3T Technology and Logistics office in Enderby, UK. The position is fulltime, hybrid working. You’ll join an awesome team to support our growing customer base.

As the primary point of contact for customer service inquiries, this role is pivotal in ensuring the delivery of a high-quality and timely service. Responsibilities encompass daily communication with customers, the establishment of meaningful relationships, and the efficient management of our haulage partners. The role is a great balance of interaction with customers and our service providers; working as part of the 3T 4PL team you’ll gain experience in various areas of transport and logistics. Our customers trust us to manage the transportation of their goods and are at the forefront of our decision-making.
Prior experience of Transport is not essential but problem solving and a willingness to learn are key.
Utilize the EVENT platform for monitoring operational activities.
Report any non-compliance with agreed processes to customers and 3T Account Management.
Report daily operational Key Performance Indicators (KPIs) both internally and externally.
Escalate and provide detailed information on customer complaints in line with Service Level Agreements (SLAs).
Handle Proof of Delivery (POD) requests.
Respond promptly and professionally to customer queries.
Ensure the accuracy of incoming data, thoroughly investigating and agreeing on the cost implications of any data quality issues.
Monitor customer compliance, ensuring that the service aligns with customer Standard Operating Procedures (SOP). Report any deviations.
Generate accurate operational reports on a daily, weekly and monthly basis.
Report any fluctuations in volume or profile changes contrary to forecasts, escalating findings to the line manager or Account Management.