Job Description

InXpress - Customer Service Representative

Overview

We are a successful and growing freight forwarding business which helps small to medium sized businesses save time, hassle and money with their deliveries (parcels, packages & pallets to UK Domestic, imports & export markets). We partner with the Worlds' leading courier and haulage businesses and have our own online booking system for clients to make and track their own shipments.

The office hours are 08.30 to 17.30 Monday - Friday, with an hour for lunch each day.

Job Summary

The successful candidate for this role will have a strong experience of providing exceptional customer service and be highly responsive and empathetic to customers' needs, understanding the critical need for offering quick, accurate and effective responses and solutions to customers questions and issues.

Experience of the international courier industry would be preferable, though not essential.

Customer Service Representative responsibilities

Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller. Daily tracking of successful / failed deliveries. Prompt and pro-active follow ups with carriers and advice to customers. Answers incoming customer calls regarding collection or delivery issues, service questions and general client concerns. Update customer information on company IT systems. Provide training and advice on the use of InXpress Webship (Customer facing software) Work with the management team to stay up-to-date on product knowledge and be informed of any changes in company policies Conduct customer service calls to establish the level of satisfaction, detect and resolve / refer customer issues for resolution. Identify opportunities for upselling / additional services. Impact the company's bottom line by problem solving and turning frustrated clients into satisfied repeat customers. Any other duties as may from time-time be required.

Personal Attributes

You love talking to people on the phone and building relationships with prospects and customers. You're able to empathize with customers in a genuine way that lets them know you care about their issues. You're a team player that can follow and lead as situations dictate. You're able to make decisions and solve problems. You're curious and have a natural ability to "zoom out" of a problem, in order to ask the right questions, whilst also paying attention to detail. You're able to plan, organize, and prioritize work Required Education, Experience, Skills and Qualifications Ability to remain professional and courteous with customers at all times. Maintain confidentiality of customer information at all times. Experience in providing excellent, pro-active customer service. Excellent verbal and written communication skills. Perfect spoken English is essential. Competent in the use of Microsoft Outlook, Excel & Word. Exerience of pro-actively using CRM systems to track and update opportunities. Experience of training others in the use of CRM or similar software. GCSE Grade B / 6 or above in English and Maths Ability to speak European languages, especially German, would be a bonus. Above all, you will have a warm, sincere and likeable personality with a genuine desire to help resolve customers issues. You will be positively received by everyone you speak to.

Benefits

To ensure you get the most from this role training and coaching will be provided in the workplace on an individual basis. Online training modules and Franchisor provided training will also be provided. Competitive salary commensurate with experience. Performance related annual bonus. The opportunity for personal growth and career development as the business grows and develops.
Job Type: Full-time

Pay: 24,420.00-27,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person

Reference ID: Customer Service Representative
Expected start date: 01/08/2025