National Operations Service Agent

at  TVS Supply Chain Solutions

Job Summary:
As a National OperationsService Agent, your role will be focussed on delivering excellent customer service to a diverse customer base with bespoke needs. Using your knowledge and expertise within logistics you will be the point of contact both internally and externally to solve problems, offer solutions and to provide in depth knowledge of different shipping options. You will be responsible to manage 3rd suppliers to always ensure we are able to provide the service offered to our customers.
Key Responsibilities:
Handle inbound and outbound calls in a professional and courteous manner, both to internal departments and to external customers
Complete new emails or tickets in appropriate time frame, resolving issues and provide a high level of customer service
Adept in use and management of multiple internal and external systems to add, gather, manageor amend information
Process new orders on different systems, ensure all detail is correct including address, requirements and commercial agreements.
Providing accurate quote information and follow up on quotes to secure business.
Handle queries and complaints affectively, reassuring customers and internal departments resolving problems as affectively as possible.
Finding and allocating 3rd suppliers to orders when required, agreeing costs and service requirements and managing the order through to successful payment to the supplier.
Handling supplier pay queries through to completion.
Adhere to targets set based on call/ticket availability, handling time and scored feedback generated.
Drive new business by building strong relationships with customer.
Act as a source of knowledge for customers and internal departments on different shipping options, vehicle capabilities and industry standards
Skills and Competencies:
Strong IT skills, ability to use multiple systems at once.
Strong knowledge of the courier industry.
Customer-focused with a friendly and positive attitude.
Ability to multitask and manage time effectively.
Strong interpersonal skills and the ability to build rapport with customers.
Adaptability and willingness to learn new skills and procedures.
Team player with a collaborative approach to problem-solving.
Working Hours: 4 on 4 off shifts between 07:00 - 19:00, with 1 hour unpaid lunch break. Shift allowance attached to role. Hybrid working available subject to transition and agreement

Please refer the Job description for details