Inbound customer service administrator

Title - Inbound Customer Service Administrator Contract - Permenant Hours - Monday - Friday (Apply online only) Location - Northampton Why work for DACHSER? We rsquo;re 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 #39;s most intelligent logistics network capabilities that keep the global economy running ndash; today and tomorrow. DACHSER is a diverse, innovative and energetic workplace where everyone #39;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 administer the European and UK road customer service operations in response to customer requests and network standards in a cost effective and efficient manner. Maximising profit whilst promoting quality and service. Key Responsibilities: bull; Administration of Import and UK shipments using the Dachser Domino IT system and Active Report. bull; Ensure compliance of standard operating procedures bull; Helping resolve Customs issues for customers bull; Maintain quality standards and excellent customer service bull; Translate, analyse and deliver customer requirements through effective operations and service bull; Ensure that profit is maximised at all opportunities without compromising quality bull; To produce, analyse and manage identified Key Performance Indicators for the Inbound customer service activity bull; To liaise with other departments in Northampton and the UK as well as other branches in the network ensuring good working relations bull; To take accountability for quality and production control reports bull; Managing a portfolio of customers ensuring that Dachser meet their service requirements bull; To provide a professional image of Dachser in dealing with customers on the phone or electronically bull; To communicate and co-ordinate with internal departments to ensure that the agreed service levels are met bull; To proactively inform the customer of any issues or deviations to the plan and provide an alternative course of action bull; To respond promptly and accurately to customer enquiries bull; To record accurately all actions taken so that they can be reviewed and analysed bull; Error report management utilising the Active Report system bull; To handle and resolve customer complaints in a professional manner bull; To remain self-controlled and professional, listening to what customers think and feel in order to make them feel important and deal with their concerns effectively bull; To develop a culture of trust both within and outside the immediate team in the pursuit of delivering a quality service to the customer bull; Occasional visits to customers including face to face meetings and service reviews Knowledge/Skills/Experience middot;Excellent communication skills ndash; with the ability to communicate verbally and in writing middot;Ability to talk in a way the customer understands middot;Influence and impact people across all levels in the Organisation middot;Ability to listen to others and understand the situation from their perspective middot;Excellent problem solving and analysis skills middot;Demonstrate a thorough understanding of the logistics sector and in particular an in-depth knowledge of the network/forwarding business middot;Attention to detail and high levels of accuracy middot;Skilled in adapting their style and language to suit the customer, department or level that they are dealing with middot;A high customer service orientation with a passion for delivering quality middot;Highly adaptable middot;Ability to deal with customer problems efficiently and professionally middot;Ability to take responsibility to resolve issues middot;Ability to build close professional relationships with customers without getting personally involved middot;Ability to work on own initiative and adapt working day around the issues that need to be resolved