Customer Service Advisor

Aptean; East Midlands; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Competitive pay

Job summary

Aptean is seeking a Customer Service Advisor for our Enderby office. You will be the main contact for customer inquiries, coordinating with haulage partners and internal teams to ensure timely and accurate service delivery.

You will engage with customers by phone and email, solving problems, building relationships, and maintaining data quality across daily operations. Experience in transport is helpful but not essential; a proactive mindset is valued.

Qualifications

• Experience in customer service or transport roles preferred but not essential.
• Strong communication and interpersonal skills to engage customers via phone and email.
• Proactive problem solver with a solution‑oriented mindset.
• Ability to navigate IT systems and tools effectively.
• Aptitude for building and maintaining relationships with customers and stakeholders.

Responsibilities

• Use the EVENT platform to monitor operational activities.
• Liaise with customers by phone and email on collections, deliveries and issues.
• Report non‑compliance with processes to customers and 3T Account Management.
• Report daily KPIs internally and externally.
• Escalate and provide information on customer complaints per SLAs.
• Handle Proof of Delivery requests accurately.
• Respond promptly and professionally to queries.
• Ensure data accuracy and assess cost implications of data quality issues.
• Monitor customer SOP compliance and report deviations.
• Generate daily, weekly and monthly operational reports.
• Raise alerts on volume fluctuations or profile changes to the line manager.

Skills

Customer service

Communication

Problem solving

IT skills

Relationship management

Initiative

Tools

Event platform

CRM software

Job description

Overview

We’re looking for a Customer Service Advisor for our office in Enderby, UK. The position is fulltime. You’ll join an awesome team to support our growing customer base.

About the Role

Being part of Aptean, a leading global technology company, you'll work in an environment where innovation and continuous improvement are part of everyday life. We are continually exploring new technologies, including Artificial Intelligence (AI), to enhance the experience of our customers and employees. This role offers the opportunity to be part of a forward‑thinking business that embraces digital transformation while maintaining a strong focus on exceptional customer service.

Working in the 3T Logistics and Technology team, you will be the primary point of contact for all customer service inquiries; this role is pivotal in ensuring the delivery of a high‑quality and timely service. Responsibilities encompass daily communication with customers, the establishment of meaningful relationships, and the efficient management of our haulage partners. The role is a great balance of interaction with customers and our service providers; working as part of the 3T 4PL team you'll gain experience in various areas of transport and logistics. Our customers trust us to manage the transportation of their goods and are at the forefront of our decision‑making.

Prior experience of Transport is not essential but problem solving and a willingness to learn are key.

Key Responsibilities

• Utilize the EVENT platform for monitoring operational activities.
• Liaising by phone and email the statuses of collections, deliveries, and any issues arising in the day to day operation.
• Report any non‑compliance with agreed processes to customers and 3T Account Management.
• Report daily operational Key Performance Indicators (KPIs) both internally and externally.
• Escalate and provide detailed information on customer complaints in line with Service Level Agreements (SLAs).
• Handle Proof of Delivery (POD) requests.
• Respond promptly and professionally to customer queries.
• Ensure the accuracy of incoming data, thoroughly investigating and agreeing on the cost implications of any data quality issues.
• Monitor customer compliance, ensuring that the service aligns with customer Standard Operating Procedures (SOP). Report any deviations.
• Generate accurate operational reports on a daily, weekly and monthly basis.
• Report any fluctuations in volume or profile changes contrary to forecasts, escalating findings to the line manager or Account Management.

About you

• Experience in a customer service or transport role is preferred, but not essential.
• Customer‑Focused Approach: Enjoys interacting with people and is confident speaking with customers and stakeholders by telephone, using strong listening and problem‑solving skills to deliver positive outcomes.
• Communication Skills: Demonstrates excellent communication and interpersonal skills, with the confidence to proactively engage customers and service providers over the phone. Comfortable building relationships and resolving issues through direct conversations, while also communicating effectively via email and other digital channels.
• Adaptability: Experienced in working in a fast‑paced environment with the ability to prioritize tasks effectively.
• Problem Solving: Aptitude is key, as is the ability to efficiently solve problems with a solution‑based mindset.
• Initiative and Motivation: Capable of working independently, taking initiative, and being self‑motivated.
• Stakeholder Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
• IT Skills: Possesses excellent IT skills to navigate systems and tools effectively.

What’s in it for you?

Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast‑paced, flexible and casual environment, an outstanding opportunity for career development and growth.

EEO Statement

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.