Job Description

ONSITE POSITION - STRICTLY NO RECRUITMENT AGENCIES.

About Us

PalletOnline is one of the UK's fastest growing ecommerce haulage companies, backed by a family business (Browns Distribution) established in 1955. We're proud to combine the stability of a long-standing parent company with the energy of a fast-scaling online business. Our new 9 million custom-built facility is home to one of the best customer service teams in the industry, and we're looking for someone to join us.

The Role

We're hiring a

Customer Service Agent

to strengthen our support team. You'll be at the heart of customer communication, handling:

Live chat conversations Email support Claim support Occasional outbound phone calls to customers. Inboud calls from depots.
No two days are the same. You could be guiding a new customer through their first booking, resolving a delivery query, or managing a claim - all with the backing of a supportive, well-organised team.

Why Join Us?

Team-first culture:

Our people genuinely get on, support each other, and enjoy coming to work.

No micromanagement

: We hire capable people and let them do their jobs.

Brilliant working environment

: Our office is one of the best in Stoke-on-Trent, purpose-built to support our growth.

Responsibilities

Respond quickly and accurately to customer enquiries via live chat, email, and phone Handle aftersales queries: delivery updates, issue resolution, and claims Keep customer records and case files up to date Work with colleagues across departments to resolve more complex queries Spot opportunities to improve the customer experience and share ideas with the team Represent PalletOnline with professionalism at all times

What We're Looking For

1-2 years in customer service (ideally within logistics, transport, or a fast-paced support role) Strong written and verbal communication skills Confident managing aftersales cases, claims, or complaints Able to multitask in a busy environment without losing attention to detail Problem solver with a positive, customer-first mindset

Nice to Have

Experience in logistics platforms or transport management systems Exposure to international deliveries or customs processes Additional language skills

The Package

Job type:

Full-time, Monday to Friday (onsite in Stoke-on-Trent)

Benefits:

Bonus scheme, company pension, flexitime, free parking

Career progression:

Clear paths into logistics, operations, and account management
Job Type: Full-time

Pay: 24,180.00 per year

Benefits:

Company pension Flexitime Free parking On-site parking
Work Location: In person