Time Critical Customer Service Agent

£25000 - £30000

Job Description

Job Title: Time Critical Customer Service Agent
Hours: 37.5 per week / mixed shifts / 0600-1500 / 0800-1700 / 0900-1800 / 1100-2000
Salary: GBP20k-GBP30k P/A based on experience

Purpose of the Role:

Aid and assist clients in all phases of consignment preparation for time critical shipments
Handle and monitor client activities ensuring compliance with all agreed company policies.

Main Duties:

Processing of consignment orders from clients via email, telephone and via the online booking portal, (which includes routing, classifying of service type, establishing a deadline and printing the job order)
Managing the green light approval process for consignments destined to non-EU destinations.
To assist in providing clients with continuous status notifications and performing the necessary follow-ups (which includes relaying details pertaining to flight and customs delays, proof of deliveries, additional charges, resolutions, etc).
Monitoring and actioning of client emails via the shared mailboxes.
Ensure compliance with company policies and procedures.
Calculating and arranging the positioning of suitable temperature-controlled packaging & logger supplies.
Tracking and tracing consignments and providing the client with status updates throughout transit.
Working in conjunction with the pricing team to provide clients with requested quotations in a timely manner.

Experience Required:

Specialist (time sensitive/temp controlled) courier operations experience (clerical/office based)
Customer services experience
Comprehensive understanding of courier/freight operations including Import/Export/Warehouse & Transport.
Excellent understanding of world geography.
Comprehensive understanding of the various temperature-controlled packaging solutions available on to forwarders.
Understanding of transit milestones (COB/POD etc)

*We can only accept applications from canididates with the stated required experience for this role, if you don't hear from us your application has been unsuccessful.