Road Freight Customer Service Clerk

Our client is a well-established global service provider to the Freight forwarding, express and international parcels, warehousing and logistics industry. The network has more than 354 locations across 60 countries and with 13,000 employees serving alliance customers and attending to the details of their business round the clock, around the globe.
We are now looking for a Road Freight Customer Service Executive based out of Wednesbury, full time permanent role working Mon- Fri 9am - 6pm although there is flexibility surrounding these hours.
Main Duties and Responsibilities:
* Weekly completion and sending of KPI Reports.
* Ensure shippers commercial invoices have the required customs information.
* Monitor weekly PODs outstanding.
* Submit clearances with 3rd Party Brokers.
* Maintaining log of customer claims.
* Handle customer calls and deal with customer queries.
* Track & Trace of inbound shipments.
* Informing customer of transit times.
* Must apply attention to detail and ensure accuracy of data input at all times.
* Ensure high customer satisfaction level to retain customers.
* Manage daily complaints and ensure timely resolution.
* Maintain good and appropriate records on customer management system.
* Handle and assist escalated cases until customer is satisfied.
* Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated.
* Work with all other Road Freight departments to ensure smooth flow of deliveries.
* Ensure immediate response for customers to enhance their Customer Service experience and strengthen their loyalty.
* Analyse and resolve the claims and compensation cases.
Key skills & attributes:
* You will have a good understanding of Road / Trailer freight / Transport logistics
* Proficiency in Microsoft Excel, Word & Outlook
* Highly organised and a team player
* Deadline focused
* Flexible, adaptable and quick to learn
* Ability to work on own initiative
* Excellent communication skills
* Fluent English, both written and spoken is essential
Package and Benefits
* Hours - Mon - Fri 9am - 6pm-with a 60-minute break - Flexibility around these hours
* Full time
* Salary - £23,700 per annum
* Bonus scheme
* Pension