Customer Service Operator

Europa Worldwide Group; Wallsend; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Hybrid after probation

4 days onsite + 1 WFH

Onsite car parking

25 days annual leave

Employee wellbeing programme

Job summary

Europa Worldwide Group is seeking a Customer Service Operator for our Newcastle branch. You will build and maintain relationships with customers, manage day-to-day portfolio operations and ensure service levels and financial targets are met.

The role requires a strong customer service mindset and experience in sales or office environments. You will report to the customer service manager and work in a hybrid setup after probation, with four days onsite and one day from home.

Qualifications

• Customer service experience or sales exposure is essential.
• Strong time management and communication skills required.
• Good numeracy and ability to understand profitability and quotes.

Responsibilities

• Be the first point of contact for your portfolio of customers.
• Provide updates to customers via phone or email.
• Manage the end-to-end customer service cycle for quotes and consignments, ensuring HMRC compliance.
• Produce quotes and process consignments to meet service levels and financial targets.
• Check commodity codes and invoices for dispatch.
• Proactively engage with customers to generate income.
• Respond promptly to customer questions and issues.

Skills

Customer service

Sales background

Time management

Communication

Numeracy

Job description

Europa Worldwide Group is an ambitious and independently owned logistics business. We operate across three divisions - Europa Road, Europa Air & Sea, and Europa Warehouse – and our continued success has earned us a place in The Sunday Times Top Track 250 for three consecutive years.

With 15 sales offices across the UK and Ireland, plus a strong and expanding international footprint in Europe, and countries such as, Hong Kong, China, India, and Dubai, we’re investing heavily in our people, our infrastructure, and our future.

If you’re looking to be part of a forward-thinking organisation where your contribution genuinely makes an impact, Europa is a place where you can grow and thrive.

We are looking for

A Customer Service Operator to join our branch in Newcastle! You will build, manage and maintain relationships with customers as directed by the customer service manager and manage the day-to-day operations of the customers in your portfolio ensuring agreed service levels and financial targets are met.

What we can offer in return

• Competitive salary plus of between £28,931.00K - £32,403.00K depending on experience and a performance bonus.
• Monday to Friday 9:00am to 5:30pm
• Hybrid working after probation, 4 days onsite and one working from home
• Convenient Onsite Amenities: Free car parking
• Generous Time Off: Benefit from 25 days of annual leave.
• Enhanced Family Leave: Benefit from enhanced maternity, paternity, and adoption pay.
• Benefits portal: where you access a wide range of exclusive discounts, company benefits, wellbeing resources and much more.
• Wellbeing Focus: Access our employee wellbeing programme for your overall health and happiness.
• Referral Rewards: Generous referral bonus when you refer a friend to work with us!
• Work-Life Balance: Thrive in a fantastic working culture that promotes an excellent work-life balance.
• Recognition Programs: Celebrate your contributions with our charity 50-50 and long service awards.

What you will be doing as Customer Service Operator?

• Be the first point of contact for all matters related to your assigned portfolio of customers.
• Be responsible to communicate providing updates for customers through either phone or email facet.
• Manage the customer service cycle from start to finish ensuring that key information required to prepare quotes and process consignments are compliant with HMRC customs.
• Provide a variety of quotes to your customer to best service their requirements in an ever-changing scenario.
• Be responsible to ensure that make sure the commodity codes and invoices are correct and processed for dispatched.
• Be proactive in approaching and engaging with existing customers to generate income
• Respond in a timely manner to problem or concerns from customers within the required turnaround time.

Our Ideal Customer Service Operator

• Strong, confident personality with an internal sales background and/or customer service background.
• Time management skills are essential as are communication (face-to-face and over the phone) skills.
• A good head for numbers is required.
• At least 2 years commercial office experience & ideally some exposure to a logistics industry role (not essential)
• Excellent communicator and dedication to excellent customer service
• A desire to improve the Gross profit margins.

Europa Worldwide Group are committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note that an offer of employment is subject to the completion of a satisfactory pre-employment checks.