ONSITE POSITION - STRICTLY NO RECRUITMENT AGENCIES.
About Us
PalletOnline is one of the UK's fastest growing ecommerce haulage companies, backed by a family business (Browns Distribution) established in 1955. We're proud to combine the stability of a long-standing parent company with the energy of a fast-scaling online business. Our new £9 million custom-built facility is home to one of the best customer service teams in the industry, and we're looking for someone to join us.
The Role
We're hiring a Customer Service Agent to strengthen our support team. You'll be at the heart of customer communication, handling:
* Live chat conversations
* Email support
* Claim support
* Occasional outbound phone calls to customers.
* Inboud calls from depots.
No two days are the same. You could be guiding a new customer through their first booking, resolving a delivery query, or managing a claim - all with the backing of a supportive, well-organised team.
Why Join Us?
* Team-first culture: Our people genuinely get on, support each other, and enjoy coming to work.
* No micromanagement: We hire capable people and let them do their jobs.
* Brilliant working environment: Our office is one of the best in Stoke-on-Trent, purpose-built to support our growth.
Responsibilities
* Respond quickly and accurately to customer enquiries via live chat, email, and phone
* Handle aftersales queries: delivery updates, issue resolution, and claims
* Keep customer records and case files up to date
* Work with colleagues across departments to resolve more complex queries
* Spot opportunities to improve the customer experience and share ideas with the team
* Represent PalletOnline with professionalism at all times
What We're Looking For
* 1–2 years in customer service (ideally within logistics, transport, or a fast-paced support role)
* Strong written and verbal communication skills
* Confident managing aftersales cases, claims, or complaints
* Able to multitask in a busy environment without losing attention to detail
* Problem solver with a positive, customer-first mindset
Nice to Have
* Experience in logistics platforms or transport management systems
* Exposure to international deliveries or customs processes
* Additional language skills
The Package
* Job type: Full-time, Monday to Friday (onsite in Stoke-on-Trent)
* Benefits: Bonus scheme, company pension, flexitime, free parking
* Career progression: Clear paths into logistics, operations, and account management
Job Type: Full-time
Pay: £24,180.00 per year
Benefits:
* Company pension
* Flexitime
* Free parking
* On-site parking
Work Location: In person