Sameday Logistics Customer Service

Senior Customer Service Logistics Co-ordinator - Sameday Time Critical Logistics based in WARRINGTON
Main Purpose: To take ownership and responsibility of the customer experience for new and existing clients by providing a World class Customer Service and maximise business opportunities both new and repeat.
Responsibilities of Job:
Customer Service / Sales
- To provide a World class customer experience prioritising the top 15 clients, ensuring service level targets are met with all other customers.
- Liaise with Logistics Team Manager / Sales Team to ensure maximum spend from all customers.
- Conduct a weekly review of Customer Sales Analysis, collating a weekly customer care call list and highlight any significant negative spend trends to the Sameday Logistics Team Manager and Sameday Logistics Team Supervisor.
- Manage the distribution of customer care calls to Coordinators ensuring to maximise customer relations / spend and update CRM post call and escalate to management where required with feedback.
- Take the lead in proactively following up quotes as per company procedures to enhance sales and customer relations, noting CRM with any critical feedback ensuring to communicate feedback to the logistics team for future reference.
- Secure as much new business as possible using commercial awareness to provide competitive rates and selling the high service offering the business provides its clients.
- Follow up leads with customer care packs mailed directly to contact(s) to maximise our client to client exposure.
- Ownership of obtaining PO numbers and updating all order amendments / cost changes.
- Work closely with the sales function to increase the number of active customers, ensuring new clients are being serviced as agreed during the onboarding process.
- Handle complaints promptly and effectively, communicating and / or escalating to the Sameday Logistics Team Supervisor and Manager immediately.
- Ensure all leads are followed up immediately and the information is added to the new business spreadsheet and update CRM / Sales Manager immediately if the lead is A class customer potential.
- Call in new business delivery confirmations and request Google reviews to boost company profile.
- Coordinate POA order requests to meet the needs of the customer expectations whilst ensuring to maintain GP targets.
- Build positive supplier relations with local partners for POA work, aiming to maximise response time, agree beneficial rates and enhance service for customers.
- Negotiate fair and reasonable costs for drivers / suppliers when unexpected amendments arise such as handballing items, address changes etc. and communicate with the Logistics Team to ensure customer costs are updated and communicated accordingly.
- Qualify customer enquiries as per operational procedures to ensure the correct level of insurance is in place for the customer, obtaining special ad hoc insurance when required.
Systems
- To process and manage all quotes, job bookings / orders in line with the Company Standard Operating Procedures - aiming for booking to be right first time and minimal post call processing.
- Monitor the teams order processing looking to improve customer experience and ensure best practice is followed on all bookings to ensure of high conversion.
- To be competent and confident in the use of the live console and CX platform.
- Competent & confident in the use of Microsoft Office packages, (Word, Excel, Outlook)
- Top 20 customers address book to be maintained accurately, ensuring data is correct and duplicate free.
- Keep multiuser client accounts up to date with all users that place orders, sending jiffy packs to new starters and update CRM.
General
- Reporting on activity and results, routinely and ad-hoc as required.
- Confidently quality control orders highlighting any errors to respective team member for correction.
- Responsible for handovers detailing priorities and risks.
- On call duties as per rota.
- Operational cover as and when required including controller duties.
- Act in accordance with company values at all times ensuring to work professionally to maximise performance.
- Complete routine and end of day checklists to ensure quality standards are always achieved.
- Dedicated involvement in company projects to drive performance, sales and marketing initiatives and any other tasks communicated by management.
Person Specification
- 2 years' minimum experience in a Customer Service or similar role (B2B).
- An ability to work effectively in a small team.
- High level of attention to detail and process orientated.
- Strong organisational and planning skills.
- Operates in line with company values & behaviours.
- Confident and competent in inbound and outbound business phone calls.
- An effective communicator - written and verbal.
- Enjoys problem solving.
- A self- starter who is resilient and can work under pressure.
Key Performance Indicators
- Profitable orders per day in line with the current agreed KPI's
- Customer care calls each day in line with the current agreed KPI's
- Customer satisfaction / retention
- Securing as much new business as possible
- 100% successful booking of jobs in line the standard operating procedures, shown by low quality call and service issue numbers.