Role: Customer Service Administrator Outbound Contract: Permanent Hours: M/F 0830 - 1730 Location: Dartford, DA2 6QS Why work for DACHSER? Were a family-owned global logistics provider delivering over 83 million shipments a year, including everything from fashion, DIY, chemicals to medical equipment. Internationally, we are among the top 15 logistics providers in terms of sales revenue. We combine and integrate the world's most intelligent logistics network capabilities that keep the global economy running today and tomorrow. DACHSER is a diverse, innovative and energetic workplace where everyone's ideas are always welcomed and considered. We strive to keep the family sentiment running through the business which creates an exciting, ambitious and supportive work ethic. Whether you are looking at opportunities in operations, as part of our Regional Office or support teams, we offer a competitive salary and a range of benefits. Pension Contribution 27 Days Holiday Employee Assistance Programme Discount Platform Life Assurance Benefit Cycle To Work Scheme Purpose Of The Role: To deliver a customer focused service quality to meet customer and network needs and requirements, adhere to local production quality control tools to maximise profit and contribute to the strategic vision of the branch. To coordinate outbound customer service for the development of a strong team ethic, a culture of trust internally, within and for the network and with the customers in the pursuit of delivering a quality service to the customer The role will involve interaction with the customers and provide and process information in response to inquiries, concerns and requests regarding the collection and delivery of inbound & outbound shipments. To demonstrate and embrace the Dachser DNA values and to display those values to the customer service and COM team to achieve our mission and Balanced Scorecard objectives. To proactively engage customers to develop relationships and increase revenue for Dachser. Key Responsibilities: Maintain quality standards and excellent customer service levels, administration of outbound shipments, monitoring arrival times by utilising the Dachser I.T system and any associated tools To remain self-controlled, handle and resolve customer complaints in a professional manner and in accordance with our ISO certification Managing a portfolio of customers to ensure that Dachser meet their service requirements and pro-actively inform the customer and relating departments of any deviations to the product and provide an alternative course of action To provide a professional image of Dachser whilst handling customer and network enquiries in a timely manner whilst in accordance with our internal products and policies To communicate and co-ordinate with internal departments and network branches to ensure good working relations and agreed service levels are met whilst developing a culture of trust both internally/externally in the pursuit of delivering a quality service to the customer Error report management and customer KPI report production by utilising the Active Report system and microstrategy Customer visits including face to face meetings, QBRs and service reviews To proactively support the interlocking of departments, integration and innovation To support departmental projects in order to review and align procedures to achieve our mission and Balanced Scorecard objectives To accurately review and approve documentation as part of the customs regulations & procedures Skills & Experience: Excellent communication skills with the ability to communicate verbally and in writing Ability to talk in a way the customer understands Influence and impact people across all levels in the Organisation Ability to listen to others and understand the situation from their perspective Excellent problem solving and analysis skills Demonstrate a thorough understanding of the logistics sector and in particular an in-depth knowledge of the network/forwarding business Attention to detail and high levels of accuracy Skilled in adapting their style and language to suit the customer, department or level that they are dealing with A high customer service orientation with a passion for delivering quality Highly adaptable Ability to deal with customer problems efficiently and professionally Ability to take responsibility to resolve issues Ability to build close professional relationships with customers without getting personally involved Ability to work on own imitative and adapt working day around the issues that need to be involved Ability to balance the reactive aspects of the role with the proactive elements required to develop revenue and build customer relationships Excellent IT skills and data manipulation skills to provide quality reporting for customers Excellent skills in Dachser IT systems Ability to use intuition and experience to recognise customer issues and ensure that information is shared appropriately and reacted to in the protection of Dachsers interests Geographical knowledge of Europe Additional European language skills