Customer Service Advisor

Aptean; Enderby; On-site; GBP 21,000 - 27,000; Full time

Job summary

Aptean is seeking a dedicated Customer Service Advisor for our Enderby, UK office. You will be part of the 3T Logistics and Technology team, acting as the primary contact for customer service inquiries and liaising with haulage partners to ensure timely, high-quality service.

In this role, you will handle daily communications, build relationships with customers and service providers, and support transport operations.

Qualifications

• Experience in a customer service or transport role is preferred but not essential.
• Strong communication and interpersonal skills to engage customers and stakeholders by phone and email.
• Ability to prioritise in a fast-paced environment and to resolve issues with a solution-focused mindset.

Responsibilities

• Use the EVENT platform to monitor operational activities.
• Contact customers by phone and email to update on collections, deliveries and issues.
• Report non-compliance and KPI data as required by SLAs and internal teams.
• Handle Proof of Delivery (POD) requests and resolve customer queries promptly.
• Identify data quality issues and investigate cost implications with accuracy.

Skills

Customer service

Communication

Problem solving

Adaptability

Initiative

Stakeholder management

IT skills

Tools

EVENT platform

Job description

Overview

We’re looking for a Customer Service Advisor for our office in Enderby, UK. The position is full time. 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.
• Liaise by phone and email the status of collections, deliveries, and any issues arising in 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.

Equal Opportunity Employer

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.