Fresh Freight Group are recruiting a Customer Service Assistant to join their team at their site in Washington. This is a fantastic opportunity to become part of a dynamic business where service excellence is at the heart of everything we do. The role of the Customer Service Assistant will be to provide and promote a professional, customer focused service to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the Company.
* Monday - Friday
* 40 hours per week
* Additional benefits:
* Life assurance
* Pension
* Exceptional fleet
* Opportunity for training and development (CPC training)
* Full Uniform and PPE
* Onsite Parking
* Cycle to work scheme
* Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
* Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)
Your Role:
* Utilise the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently and customers are kept updated.
* Adhere to agreed customer service standards, service level agreements, policies and procedures across all customer service functions, and deal with queries promptly and appropriately by verifying understanding, answering questions and offering assistance to increase efficiency and service levels.
* Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of company performance standards and business objectives.
* Adhere to all HR, GDPR and Health & safety policies to ensure the Company are fully compliant.
* Oversee booking in of delivery times and follow up on timed deliveries, taking action where necessary to ensure customers are notified of any potential service failures.
* Provide quotes to customers in line with agreed schedules and input this data into Stirling to ensure accurate date is being maintained.
What You’ll Need:
* Transport and warehousing preferable
* Both working and technical knowledge of CRM systems preferably Sage
* Both working and technical knowledge of software management systems including Stirling and Contrado
* Product and pricing schedules
* Dealing effectively with customer queries
* Building and maintaining effective working relationships both internally and externally
* Customer Account management
* Full utilisation of a CRM system
* Using software management systems