Customer Service Administrator
Location
Tunbridge Wells, Kent | United Kingdom
Job description
About Logistics UK
Logistics UK, formerly the Freight Transport Association is one of the biggest business groups in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.
An effective supply chain is vital to Keep Britain Trading, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.
Job Summary
As a Customer Service Administrator, you will be responsible for providing exceptional support, assistance, and information to both members and non-members, ensuring a memorable and positive experience. Collaborating closely with internal stakeholders, you'll manage inbound inquiries, handle post-sales administration, and proactively engage in upselling opportunities. Your role involves maintaining CRM databases, meeting SLAs, and contributing to the overall efficiency of the Customer Service team.
Responsibilities
- Serve as the primary point of contact for all inbound inquiries via phone calls and emails, taking ownership of requests and ensuring appropriate action is taken.
- Follow up on web and general inquiries to gather additional information and either close the opportunity or escalate to relevant departments.
- Conduct post-sales administration tasks, including job ticket completion, new contracts, and event requests, ensuring timely communication of joining instructions.
- Manage pre and post-event administration tasks efficiently.
- Handle course booking and administration for Training Consolidated Opportunities and Contracts.
- Identify and explore upselling opportunities where applicable.
- Collaborate with other departments to promote cross-team working.
- Proactively manage membership debts, ensuring timely resolution within specified timeframes and meeting team targets.
- Log all communications with members accurately into the database and maintain CRM data integrity.
- Adhere to both external and internal SLAs.
- Own and maintain the Customer Service process folder.
- Follow the Customer Service Team Ethos and Phone Protocol.
- Manage returned mail to ensure records are updated.
- Provide assistance with Reception cover when necessary.
- Work collaboratively within the Customer Service team, assisting colleagues and customers as needed.
- Undertake additional responsibilities as required by Logistics UK to support business operations.
- Demonstrate Logistics UK’s core values: Excellence, Dynamism, Togetherness, Reputation.
Requirements
- Customer-focused approach with exceptional telephone communication skills.
- Ability to communicate effectively with customers and internal stakeholders using various communication methods.
- Strong analytical skills and proficiency in IT systems, including CRM databases.
- Reliable, punctual, and well-organized with strong planning skills.
- Proficient in using varied IT systems, with strong numeric and literacy skills.
- Proven ability to manage own time and workload while maintaining a team-oriented approach.
- Self-motivated with a professional attitude and proactive approach.
- Capable of working under pressure and meeting deadlines.
Benefits
- 25 Days Holiday Plus Bank Holidays
- Christmas Working Arrangement
- Contributory Stakeholder Pension Scheme or Auto Enrolment
- Life Assurance (3 x Annual Salary)
- Health Cash Plan
- Contractual Sick Pay
- Health Assured - Free Confidential Employee Assistance Programme
- Annual Salary Review
- Employee Referral Scheme
- Values Award Recognition Scheme
Job tags
Salary
