R&R Export Customer Service Specialist

Road & Rail Customer Services Specialist

Hours: Full time, 37.5 hours per week, 08:30 – 17:00 Monday to Friday

About the position:

The purpose of the Road & Rail Customer Services Specialist is to complete the full road freight process from start to finish and act as the department ambassador and link between colleagues, internal/external customers, stakeholders and partners. To develop existing and new business to improve growth across the department.

Key Tasks and Responsibilities will include:

• Provide quotations for both Partners and Customers using tariff or Product Support where necessary.
• Liaising with our European Partners and Customers to find resolutions to any arising challenges within agreed SLA’s.
• Building and arranging consignments for both Partners and Customers.
• Understanding SOPS and Rate Cards ensuring all additional revenue is captured and service levels are adhered to.
• Maintain effective communication internally and externally.
• Providing performance KPIs as per customer requirements.
• Maintain data quality and file accuracy to company and ISO standards, enabling a smooth transit for consignments.
• Respond and address invoice queries in a timely manner.
• Track and trace all customer consignments through to completion, liaising with European Partners/National Team.
• Update consignment statuses and internal notes for up-to-date visibility.
• Provide polite and professional customer service at all times.
• Report failures in a pro-active manner and offer resolutions where possible.
• Respond to customer concerns and resolve or escalate where appropriate.
• Use of external systems for both Customers and Partners.
• Ensure an understanding of customs requirements for both Import and Export shipments, seeking support from our internal departments should it be needed to ensure compliance.
• Check all shipment documentation, including hazardous paperwork, escalate any discrepancies with our onsite DGSA.
• Follow the defined company process for claim handling for all potential claims to either resolution or escalation.
• Develop existing business through maintaining and improving high levels of service excellence and quality.
• Actively ensure that defined company processes for the recovery of shipment costs are adhered to.
• First point of customer escalation for Partners and their customers both internal and external, developing a strong and productive relationship.
• Meet and wherever possible exceed customer expectations within the individual Partners budgetary and operational restrictions.
• Spotting and developing additional revenue and business opportunities.
• Undertake training where necessary to be proficient in all Partner requirements, including specific accounts and customers.
• Work pro-actively with other departments and contribute to a positive workplace environment.

About you:

The ideal candidate will be educated in Maths and English (oral and written) to GCSE, Standard Grade or equivalent; grade A-C and be able to demonstrate highly competent computer skills in all areas of Microsoft Office.

• 12 months Knowledge & experience of working in a Road Freight environment.
• Experience of working within a customer-facing environment.
• Good knowledge of geographical areas within the UK.
• High level of accuracy with attention to detail.
• Ability to work under pressure and to tight deadlines.
• Ability to work effectively under own initiative.
• Hard working, diligent with a flexible adaptable approach.
• Good team player.
• Good written and verbal communication skills.

Salary is dependent upon qualifications and experience.

Right to Work UK:

In accordance with Home Office guidance successful candidates will be required to show evidence of their right to work in the UK before their commencement of employment. The successful candidate therefore must be able to demonstrate their right to work status for the UK during the recruitment process. We encourage you to review the UK Home Office guidelines ahead of submitting a job application to review whether you meet the criteria and understand the immigration fees that you would be responsible for when making a visa application.

All offers of employment are subject to a five-year background check and criminal records check satisfactory to our Company.

Successful applicants will be contacted to arrange an interview. Unfortunately, due to the volume of CVs we receive we are unable to reply to unsuccessful candidates at this stage. If you have not heard from us within 2-3 weeks, your application has not been successful on this occasion.

Please note should sufficient applications be received we reserve the right to close this vacancy at any time; we therefore encourage all interested applicants to apply at their earliest convenience to avoid disappointment.

We are not looking to engage with any external recruitment agencies.

The Company

Since its foundation in 1871, Hellmann has developed into one of the largest international logistics providers. With our high-performance products, Airfreight, Seafreight, Road & Rail, and Contract Logistics, we always offer the right solution for the complex logistics requirements for our customers and rely on future-oriented digital services for maximum transparency and more efficient supply chains.

As a global active logistics service provider, Hellmann Worldwide Logistics serves solutions for every logistics challenge. The driving force are our exceptional employees in the global FAMILY, which are in the middle of our Hellmann Promise and all our decisions – For the better. Together.

The Benefits

Buy & Sell Annual Leave

Birthday holiday