Customer Service Operator

***Europa Worldwide Group are currently recruiting for an exciting opportunity as a Customer Service Operator to join our fantastic Air & Sea Freight Division***

About Europa Worldwide Group:

We are an independent privately-owned operator delivering pro-active and innovative freight solutions worldwide. We’ve grown to employ 1,300 staff, have turnover exceeding £200 million and have a presence in more than 160 countries We recently featured in The Sunday Times Top Track 250 for the third time. We are structured into five Divisions - Europa Road, Europa Air & Sea and Europa Warehouse.

We are currently looking for a Customer Service Operator to join our Europa team.To build, manage and maintain relationships with a portfolio of customers, providing excellent levels of service consistently. Manage the day-to-day operations of the customers in your portfolio ensuring agreed service levels and financial targets are met.

You will provide sales support to the Business Development Managers in the region to meet and exceed financial targets, facilitate the continued growth of the division, and increase customer retention rate.

Our Ideal Person:

• Strong, confident personality, with a Customer Service or operations background.
• Ideally have previous experience within an Air & Sea freight forwarding role.
• A strong office-based administration background.
• Time management and communication skills.
• The ability to prioritise and to pro-actively deal with situations and use initiative.
• Driven to succeed within the workplace.

In this role, you will:

• Manage the day-to-day operations of your assigned portfolio of customers, ensuring questions or concerns raised by customers are addressed as per the agreed service levels and financial targets set by the Territory Sales Managers.
• To be the first point of contact for all matters related to your assigned portfolio of customers, responding to customer queries in a timely manner.
• Proactively engage with customers to build, manage and maintain relationships to generate income and improve retention, recording results on the CRM.
• Deliver bespoke Customer Service to your assigned customers, providing quotes tailored to the specific needs of your customers to best service their individual requirements.
• Maintain retention targets of customers in your portfolio and aim to exceed these targets on a regular basis.
• Act as sales support for the Business Development Managers through quote building, quote feedback, CRM entries and the organising of shipments, ensuring key internal and external stakeholders are updated in line with key milestones.
• Take ownership for ensuring credit limits are managed to an appropriate level and payments or debts for your portfolio of customers are recovered promptly.
• Work with key internal stakeholders such as Operations and Business Development Managers (where relevant) to obtain and proactively deliver key status updates for customers within a timely manner to ensure best in class Customer Service.
• Support the Customer Service Supervisor with the creation of reports and statistics that highlight the level of service provided so that this can be presented in both internal and external review meetings.
• Conduct customer visits when required to review service levels, build relationships and revenue.
• Ensure you and your team follow our company values, which we refer to as ‘Our Approach to Business’
• Undertake any other duties as requested by their line manager, commensurate with the role.

In reward for your hard work:

• Excellent salary package
• 25 days annual leave, plus an additional holiday scheme
• Laptop & Tablet
• company events
• Contributory company pension scheme
• Fantastic maternity / adoption / paternity benefits
• 2x salary - death in service benefit
• Employee Wellbeing Programme
• Wide range of Europa rewards and benefits scheme
• The opportunity to develop, progress and work within a global organisation which is rapidly growing.
• A fantastic working culture which promotes excellent work/life balance.
• Working closely with a team of talented individuals with a great work ethic who also love to have fun!

If you think this great opportunity is for you, apply today!

Please note - if you submit your CV, you are giving Europa Worldwide Group Ltd and its subsidiaries consent to hold your personal data.

Please note- all applications will be dealt with according to General Data Protection Regulations. Europa Worldwide Group are committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.