Customer Service Representative

Confidential; East Grinstead; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Hybrid working after probation

Pension

Life Assurance

Healthshield Cash Plan

Discount Perks

Birthday leave

Discretionary company bonus scheme

Free on-site parking

Employee awards

Cycle to work scheme

Enhanced maternity/paternity leave

Job summary

Confidential in East Grinstead is seeking a Customer Service Representative (Logistics) to join a growing third-party fulfilment and delivery business. Hybrid role, permanent. Salary £26,460–£29,244 per annum, Mon-Fri, 8am-5pm or 9am-6pm.

You'll be the key day-to-day contact for a portfolio of clients, ensuring queries are handled professionally, issues resolved quickly, and service levels are met end-to-end. Driving licence required for site visits.

Qualifications

• Strong customer service mindset and clear communication.
• Comfortable using MS Office and CRM/ticketing systems.
• Able to juggle priorities and stay calm under pressure.
• Proactive attitude with problem-solving approach.
• Driving licence and own vehicle for site visits.

Responsibilities

• Act as first point of contact for client enquiries via phone and email.
• Manage day-to-day queries, provide timely updates and outcomes.
• Log, track and progress requests using CRM/ticketing systems.
• Build relationships with clients through proactive communication and reporting.
• Coordinate with warehouse operations, carriers and support teams.
• Monitor accounts to ensure orders and correspondence are accurate and timely.
• Attend client calls, manage actions and follow-ups.
• Assist with administration and daily running of accounts.
• Handle billing for services including carriage and bookings.
• Resolve complaints professionally and drive improvements.
• Monitor KPIs like response times, first-time resolution and SLA adherence.

Skills

Customer service mindset

Communication

Prioritization

Calm under pressure

Problem solving

Team coordination

Driving licence

Tools

CRM systems

MS Office

Job description

Customer Service Representative East Grinstead, RH19 (Hybrid) Contract: Permanent Salary: 26,460- 29,244 per annum Monday-Friday (8am-5pm or 9am-6pm) Driving Licence Required We're recruiting a Customer Service Representative (Logistics) to join a growing third-party fulfilment and delivery business.

You'll be the key day-to-day contact for a portfolio of clients, ensuring queries are handled professionally, issues are resolved quickly, and service levels are consistently met. This is not transport planning or route scheduling. It's a customer-first coordination role, supporting and working closely with clients and internal teams to deliver a smooth experience end-to-end.

Customer Service Representative Responsibilities:

• Acting as the first point of contact for client enquiries via phone and email
• Managing day-to-day queries and problems, keeping clients updated with clear timelines and outcomes
• Using CRM/ticketing systems to log, track and progress requests within agreed SLAs
• Building strong relationships with clients through proactive communication, regular updates and reporting
• Liaising with internal departments (e.g., warehouse operations, carriers and support teams) to ensure smooth service delivery
• Monitoring client accounts to ensure orders and correspondence are processed accurately and on time
• Attending client calls where required, managing actions and ensuring follow-ups are completed
• Supporting the administration and daily running of accounts to maintain service levels and client satisfaction
• Managing billing for services provided (including carriage and bookings)
• Handling complaints professionally, escalating when needed and driving continuous improvement
• Monitoring and reporting on KPIs such as response/resolution times, first-time resolution, SLA adherence and client satisfaction

Customer Service Representative Requirements:

• Strong customer service mindset (office-based customer service preferred)
• Comfortable using technology, confident with MS Office and comfortable using CRM/ticketing systems
• Able to juggle priorities, stay calm under pressure, and communicate clearly
• A proactive attitude and practical problem-solving approach-ready to hit the ground running
• Driving licence and own vehicle (due to office location and occasional site visits)

Benefits:

• Hybrid working after successful probation (50/50 remote/office)
• Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
• 22 days holiday rising to 25 days after two full years + Bank Holidays (option to buy/sell)
• Birthday leave
• Discretionary company bonus scheme
• Free on-site parking (electric charging at certain locations)
• Employee awards and regular social events
• Employee Assistance Programme (mental health & wellbeing support)
• Cycle to work scheme
• Enhanced maternity and paternity leave