Customer service coordinator

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Job description

Customer service freight industry

Your new company
Provide key support and guidance to all our clients, new and existing, ensuring that they receive an excellent level of service managing and maintaining their business needs. Identify and assess customer needs, pro-actively engage with clients to provide information, present solutions efficiently & clearly to achieve top level client satisfaction. Seek efficiencies within the business, and across the group wide businesses to enhance client experience and maximise profitability.

Your new role

1 Maintain & develop lasting relationships with our customers, practising regular client interaction in a professional manner, taking responsibility of any questions, concerns, queries, or new business enquiries that our clients may have.
2 Investigate and resolve customer complaints, resolve complaints quickly whilst practising empathy, patience, and calmness.
3 Engage with the operations team on a regular basis to ensure all are kept informed of client plans and challenges which are being faced.

1 Improve company profitability by upselling to existing clients on the services that we offer, ensuring that our clients are fully aware of the broad scope of services that we can provide from within the Xpediator group.

1 Ensure customer SOP's are kept up to date, any changes and \/ or new business lanes need to be communicated with the operations team.
2 Ensure agreed supplier costs, contract number agreements, and sell rates\/agreements are saved into the appropriate systems \/ shared company folders.
3 Provide a clear and smooth handover to the operations team for ops individuals to effectively take control of the booking process.
4 Ensure client service levels are maintained in line with agreements and look for opportunities to exceed client expectations.
5 Create customer profiles for existing key clients & new clients, detailing information such as company structure, business trade lanes, shipping terms & decision makers within the organisation.
6 Ensure all invoice customer queries are dealt with in a timely and satisfactory manner.
7 Any other duties and responsibilities agreed from time to time.
8 To meet face to face with key clients from time to time, in conjunction with the customer services manager and or Commercial Team.
9 Adhere to the agreed timescales for specific activities, ensuring standards are maintained.

What you'll need to succeed

* Has a good level of general IT literacy and can use Excel and Outlook to a good level along with current working system knowledge.
* Experience in freight forwarding is essential.
* Knowledge of customer service principles.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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