Customer Service Advisor

  • Location
    Hemel Hempstead, Hertfordshire
  • Salary
    £13.46/Hour
  • Category
    Sales & Retail - Customer Service Advisor
  • Job type
    Contractor
  • Industry
    Sales and Retail
  • External Reference
    JN-062020-131577

Customer Service Specialist



Position: Customer Service/ Transport Specialist


Location: Hemel Hempstead


Salary/Rate: Highly competitive


Type: 6 -8 Month FTC (Potential to be extended and/or go permanent)


Working hours: Afternoon Shift - 2pm-10pm
Shift patterns: Sunday-Thursday / Tuesday-Saturday


Summary:


Our client is looking to hire a motivated, highly committed, and customer-obsessed Transport Specialist. A Transportation Specialist facilitates flow of information between different stakeholders (Fulfilment/ Carrier/ Stations, etc.) and resolves any potential issues that impacts customer experience and delivery performance. A Customer Service/ Transportation Specialist provides timely resolution to the issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (verbal and written).


An ideal candidate would have a basic understanding of Logistics and should be able to understand the issue and be able to drive Customer Experience without compromising on time.


Responsibilities include but are not limited to:



  • Proactively monitor Line haul activity to identify, address, and prevent potential issues

  • Develop and execute effective service recovery plans as necessary

  • Continual, tactical communication with external customers (Carriers/LSPs) and internal customers (Sort Centers, Fulfillment Centers and Delivery Stations)

  • Identify and eliminate root causes of defects in order to drive efficiency in our clients Line haul operations

  • Systematically escalate problems or variances in the operation to the Supervisors and Shift Managers

  • Work within various time constraints to meet critical business needs, while measuring and identifying activities performed and ensuring service requirements are met

  • Support continuous improvement initiatives to help improve process efficiency and quality

  • Live tracking of trailers and resolving issues or arranging alternatives in case of any incident etc.

  • Feedback to the Scheduling and Trailer Management team on operational observations to support improved processes and planning adjustments/considerations as needed

  • Work in a dynamic environment with an ability to empathize with and prioritize customer needs

  • Demonstrate ownership to resolve challenging customer issues, escalating when necessary

  • Excellent communication, both verbal and written

  • Providing real-time customer experience by working in 24-7 operating environment


Candidate profile:



  • Strong computer literacy

  • Good verbal and written communication skills

  • Should be comfortable with a multi-tasking, high-energy environment. Should be creative and analytical problem solver with a passion to provide excellent customer service

  • Should be flexible to adapt to support a 24-7 operating environment

  • Available to work the night shift (9:30pm to 8am)

  • >1 year experience in Logistics or Transportation (desirable)


We regret that due to volume of response, we can only contact successful applicants. If you have not heard from us within 14 days, then unfortunately your application has been unsuccessful.



Adecco is an Equal Opportunities employer that is happy to welcome applications for any applicant who fulfil the role requirements for this position. The Adecco group is a global company with more than 33,000 FTE employees and around 5,100 branches in over 60 countries and territories around the world. The Adecco Group offers a wide variety of services that include temporary staffing, permanent placement, career transition and talent development, as well as outsourcing and consulting.


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Lydia Rawlings