Customer Service Representative job at Peterculter Full Time

Job Summary

We are seeking a reliable and customer-focused Customer Service Representative to support our transport operations.

The role involves assisting customers with booking inquiries, tracking shipments, resolving issues, and ensuring a high standard of service throughout the customer journey.

Key Responsibilities

• Handle customer inquiries via phone, email, and face-to-face interactions
• Arrange suitable delivery dates and times with consignees
• Assist with booking transport services, including scheduling and pricing information
• Track shipments and provide real-time updates to customers
• Resolve customer complaints efficiently and professionally
• Liaise with drivers, dispatch teams, and operations staff to ensure smooth service delivery
• Maintain accurate records of customer interactions and transactions
• Process orders, invoicing, and refunds in line with company procedures
• Provide information about services, routes, delivery times, and company policies
• Ensure compliance with company standards and health & safety regulations

Key Skills & Competencies

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Good organizational and multitasking skills
• Ability to remain calm under pressure
• Attention to detail and accuracy
• Customer-focused attitude with a proactive approach
• Basic IT skills (MS Office, booking systems, CRM software)

Qualifications & Experience

• Previous experience in customer service (transport/logistics experience preferred)
• Familiarity with transport or logistics operations is an advantage

Working Conditions

• Office-based
• Occasional need to handle urgent or high-pressure situations

Key Performance Indicators (KPIs)

• Customer satisfaction ratings
• Response and resolution times
• Accuracy in bookings and data entry
• Complaint resolution effectiveness

Personal Attributes

• Friendly and professional manner
• Team player with strong collaboration skills
• Adaptable and flexible
• Reliable and punctual

Pay: £29,741.40 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Work Location: In person