Customer Services Co-Ordinator - Transport Operations

Key responsibilities:
Perform customer verifications by monitoring bookings and collections with hauliers and suppliers
Insurance and claims management support
Ensure all changes and variations to rates, haulier details and supplier information is regularly updated
Send and action updates to the business and Martin Brower of any issues that arise
Handle and resolve customer complaints, obtain and evaluate all relevant information to handle inquiries and complaints, complete and issue non-conformance documents and direct all unresolved issues to the Team Lead Operations
Process manual orders received from customers into the Transport Management System.
Book planned collections and deliveries according to customer requirements, ensure booking details are entered into the TMS system.
Regularly update customers with the delivery status of orders.
Deal directly with customers either by telephone, electronically or face to face.
Respond promptly to customer inquiries, amendments and requests.
Attend customer reviews and initial set up of new customers
Record details of new inquiries for rates etc; and forward to the Business Development Manager.
Process & record all claims/demurrage received, and enter on the Claims Tracker, including cost of recovery from Haulier.
Review progress of all outstanding claims daily and report progress of closed and outstanding claims on a weekly basis to the Operations Manager
Manage the Help desk & assign calls to the team. Resolve any problems within the allocated time as defined on the Help desk to ensure minimum escalations.
Ensure that all daily KPI data is completed and compiled for daily & weekly KPI’s in an accurate and timely manner.
Maintain customer/supplier address database and ensure the quality of collection and delivery address data is accurate and up to date.
Development of Haulier performance reports, on a quarterly basis, for the Team Lead Operations.
Skills, Experience & Qualifications
Skills:
A good team player, with excellent communication and interpersonal skills in working with others, with the ability to be tactful, diplomatic, approachable and helpful
This will be a customer and supplier facing role.
A self-motivated individual who is expected to manage own workloads in order to meet necessary deadlines.
Able to organise and prioritise workload in a high pressurised environment.
High level of relationship skills in meetings, dealing with management to achieve co-operative outcomes.
High level analytical skills including intermediate level Excel, specifically the ability to import and manipulate data from external sources.
Ability to write and structure concise and coherent reports.
Ability to use critical thinking with the confidence to make decisions
Strong relationship building and negotiating skills across all levels
High energy and results-oriented
Calm under pressure, with good activity planning and organisational skills
Experience:
Essential
* Operational experience in customer service role in a busy transport environment
* Strong IT skills across the Microsoft Office Suite, specifically the ability to import and manipulate data from external sources.
* Knowledge of freight, transport, logistics industry
Desirable
* Knowledge of WTD and EU/AETR rules on Drivers’ Hours
* Knowledge of temperature-controlled transports
* Knowledge of a European language
Work Days: Monday to Friday, 37.5 hrs a week – overtime might be required to cover bank holidays (The Glasgow office observes English Bank holidays.)
Hybrid work model, i.e. 2 days working from home, 3 days in the office – Current Office Days: Monday, Tuesday and Friday.
Work hours: 10 am to 6 pm
Maximum salary: 27,000 GBP annually plus our usual benefits