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Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Customer service is meeting the needs and desires of any customer.
A key role within the Manchester Branch, working closely with the Customer Solutions Supervisor. The individual within this role is responsible for managing customer accounts, ensuring excellent communication and service levels, resolving issues efficiently, and maintaining strong customer relationships.
* Act as the main point of contact for assigned customer accounts.
* Manage customer booking and enquiries, including quoting, tracking, issue resolution, and status updates.
* Coordinate with internal departments (Sales, operations, transport, customs) to ensure the highest standard of service.
* Monitor and maintain service level agreements and client KPIs.
* Proactively communicate with clients regarding shipment status, service changes, or delays.
* Handle customer enquiries, complaints, and escalations professionally and promptly.
* Develop and maintain strong, long-term relationships with both internal and external stakeholders.
* Identify opportunities to improve service quality as well as establish potential for growth.
* Support the onboarding of new clients and ensure a smooth transition.
* Support with customer site visits, teams meetings, and regular communication over the telephone.
Requirements
* Strong understanding of freight forwarding (knowledge of Road Freight is particularly valued).
* Excellent communication, interpersonal, and problem-solving skills.
* Ability to prioritise tasks and manage time effectively.
* Have a customer-centric mindset with a focus on relationship management.
* Ability to work independently and collaboratively in a team environment.
Systems
* Internal TMS
* Internal Quotation tool
* Freight Portal
* Excel.
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