Red Eagle Recruitment (AGY) are looking to recruit a Customer Services Administrator for our client based in Dover. This position is a Temp to Perm role, the ideal candidate would have good all round customer service back ground and preferably worked within the transport industry, however this is not essential as full training will be given. To apply please send an up to date CV to lorna.geens@redeagle.jobs

Customer Service Operator



JOB SPECIFICATION

(Skills required at end of 3 month probationary period)



Purpose – Assist in offering an advanced level of customer services,

Answer enquires and complaints from our Customers, booking in jobs and general traffic office administration and driver liaison.



Booking Jobs

 

Book incoming jobs on to Mandata, received in various formats, email, fax, EDI, and Web
Split EDI jobs in Mandata to ensure revenue stream is correct


Complaints and Queries

 

Answer and deal with complaints and queries in an efficient and polite manner


Price Quotation


Aware of differential tariff rates for different services offered
Quote prices for movement of pallets from standard tariff or pricing matrix


Communication on Equipment



Aware of different equipment & processes used to communicate with drivers, customers and company colleagues
Aware of the CDR system in Mandata
Ensure depot CDR’s are managed effectively
Raise Customer Discrepancy Reports on Mandata as per the relevant SOP
Competent to operate all communication equipment necessary for the job role and fully conversant with relevant communication processes and associated timescales


Damaged Goods Procedures



Aware of company procedures around damaged goods and incomplete consignments
Competent in the operation of all goods in transit procedures
Take decisions on appropriate action to deal with damaged goods and incomplete consignments
Give guidance to others on appropriate action to deal with damaged goods and incomplete consignments


Handling Paperwork

Aware of documentation associated with Traffic Office
Identify documents requiring action and refer to others as appropriate
Give advice and guidance to others on action required by particular documents


Any other relevant duties

Assist in other areas of the operation if workload and manning dictate
Person Specification



Essential Criteria Desirable Criteria Method of Assessment
Key Skills & Abilities

 

· Good verbal communication and listening skills

Ability to follow instructions and organise yourself to complete tasks fully and on time

·Ability to use initiative to think through problems to find solutions

· Literate with good written communication skills and able to complete Keys Skills in Communication at Level 1

· Numerate and able to complete Key Skills in Application of Number at Level 1

·       Ability to check for accuracy and give attention to detail

·       Good IT skills including word processing, database applications and using the Internet for research.



· MS Outlook

· MS Word, Excel, Powerpoint.

·Understanding of what it means to provide a customer focused service.

· Ability to type whilst talking to a customer on the telephone

Knowledge

 


Previous experience in a customer services role
Personal Attributes

 

·         Ability to use initiative

·         Calm under pressure

·         Motivated

·         Good personal organisation

·         Team worker


Other

 

Willing to assist in other business areas