Customer Services provide support, assistance and information to members, non-members and colleagues. This busy department is the primary point of contact for our customers and the aim of this role is to provide a memorable and positive experience for all. Working in partnership with Logistics UK internal stakeholders the Customer Service Executive role is responsible for providing first line support for all incoming enquiries.

Responsibilities:

• Primary point of contact for all inbound enquiries, including phone calls and emails. Identifying the appropriate onward action and taking ownership of the request
• Proactively follow up web and general enquiries to gain further information. Close the opportunity or forward to the relevant account manager/department as required
• Post sales administration processes, including completion of job tickets, new contracts, training and event requests. Sending the appropriate joining instructions to all
• Pre and Post Event administration
• Explore opportunities to upsell where applicable
• Liaise with other departments, promoting cross team working
• Proactively manage membership debts, ensuring all allocated are resolved within the allotted time scales and team targets are met
• Log all communications with members onto the database accordingly
• Maintain the integrity of data in the CRM system through regular and accurate record updates
• Meeting both external and internal SLA’s
• Own and maintain the Customer Service process folder
• Work by the Customer Service Team Ethos and Phone Protocol
• Management of returned mail to ensure records are kept up to date
• Assist with Reception cover as required
• Work as part of the Customer Services team assisting colleagues and customers alike. Where necessary, undertaking additional responsibilities as required by Logistics UK
• Any other duties deemed necessary by the Customer Service Manager in conjunction with the smooth running of the business
• Demonstrate the Logistics UK’s core values (Excellence, Dynamism, Togetherness, Reputation)


Essential Experience & Qualifications:

• Customer focused approach
• Exceptional telephone communication skills with a professional and confident communication style
• The ability to communicate at all levels with customers and internal stakeholders and using different methods of communication (letters, reports, e-mail, telephone, presentations)
• Strong analytical skills and the ability to use IT systems including CRM databases
• Reliable, punctual, and possessing well developed planning and organisational skills
• Computer literate, with the ability to use varied IT systems including CRM databases
• Demonstrate strong numeric and literacy skills
• Proven ability to manage own time and workload whilst remaining a team player
• Candidates should be confident and self-motivated, demonstrating a professional attitude and proactive approach
• Ability to work under pressure and meet deadlines

Additional Requirements:

• Completion of internal courses to enable freight fluency (e-OLAT)