Customer Service Representive

Location Lurgan, County Armagh
Job type Permanent
Salary £19000 - £21000 per annum
Published about 1 month ago
Start date ASAP
Contact Kerry Hassett
Job ref PORAGRP_1620291527

Job description

The role involves:

  • Ensure that all customer queries and messages (including emails) are handled effectively and in a courteous manner
  • Ensure that all incoming calls are professionally directed, recorded and passed on to the appropriate person
  • Building job onto TMS
  • Updating TMS with relevant information
  • Booking in of loads at collection and delivery points
  • Coordinate with the transport team regarding all deliveries
  • Coordinate with the service department regarding breakdowns/repairs
  • Respond to and action incoming CDRs accordingly
  • Create CDRs relating to any collection/delivery issues and follow to completion, including written agreement of any additional costs
  • Complete all EDIs ensuring the splits are in place and TMS updated
  • Ensure customer reports and KPIs are completed daily
  • Liaise with the claims department to reduce and record any potential claims
  • Temperature checks and downloads as and when requested
  • Work with planners to ensure daily store checks are completed and actioned
  • Ensure Outloads Handover is kept up to date on weekend late shift
  • Escalate any issues to the Customer Services Manager or UK Planning Shift Manager immediately to allow them to be dealt with in a timely manner
  • Ensure you work as a team member such that you have effective and close working relationships with other teams, departments and sites across the Group
  • Demonstrate a team focused approach to work by working closely with your colleagues and providing support where required
  • Comply with the Company Health & Safety policy ensuring own safety and that of others

What are we looking for in the person?

  • Experience of working in a fast-paced environment ideally in the Transport industry
  • Educated to A level standard (or equivalent) with a min of GCSE Maths and English
  • Demonstrate a team focused approach


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