Customer Services Advisor

GXO Logistics, Inc; Wellingborough; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave

Company pension

Life assurance

24/7 online GP service

Employee assistance programme

MyBenefits discounts & wellbeing

Job summary

GXO Logistics, Inc in Wellingborough is seeking a Customer Service Advisor to join the Carrier Management Services team. This full-time, permanent role runs Monday to Friday, 08:30–17:00, and you will be the first point of contact for customers, delivering high standards of service.

You will work with customers, carriers and internal stakeholders to resolve queries and provide accurate reporting that supports operational performance; a background in customer service and strong communication and

Qualifications

• Previous experience within a customer service or office-based environment.
• Strong communication skills, both written and verbal, with a professional and confident telephone manner.
• Excellent analytical skills, including experience working with reports, KPIs and service performance data.
• Strong organisational and time management skills, with the ability to work calmly and effectively in a fast-paced environment.
• A proactive, positive and customer-focused approach, with strong IT skills including Microsoft Office applications and experience using remote collaboration tools such as Microsoft Teams.

Responsibilities

• Handle inbound and outbound customer calls and emails, always providing a professional and efficient service.
• Respond to customer queries relating to orders, deliveries and service requests, ensuring issues are resolved promptly and effectively.
• Update customers with accurate tracking and delivery information whilst coordinating with carrier and operational teams to resolve service issues.
• Process customer orders, maintain accurate customer records and update internal systems to support service performance.
• Produce KPI and SLA reports using established reporting templates while supporting the wider team with administrative and customer service activities.

Skills

Customer service

Communication

Analytics

MS Office

Job description

Are you passionate about helping customers and making a difference every day? Do you thrive in a fast-paced, team-focused environment where no two days are the same? Are you a problem-solver with a keen eye for detail and experience producing reports and analysing KPIs?

Here at GXO, we're recruiting for a Customer Service Advisor to join our Carrier Management Services team in Wellingborough. This is a full-time, permanent role, working Monday to Friday, 08:30 - 17:00, where you'll be the first point of contact for customers, ensuring they receive the highest standard of service and support.

Working closely with customers, carriers and internal stakeholders, you'll play a key role in maintaining service excellence, resolving queries and delivering accurate reporting that supports operational performance.

Pay, benefits and more:

We're offering a salary of £26,300.00 per annum, alongside 33 days annual leave inclusive of bank holidays, a company-sponsored pension scheme, life assurance, access to a 24/7 online GP service and a comprehensive employee assistance programme. You'll also benefit from our MyBenefits platform, offering high-street discounts, cashback schemes, cycle-to-work options and a range of wellbeing benefits.

What you'll do on a typical day:

• Handle inbound and outbound customer calls and emails, always providing a professional and efficient service
• Respond to customer queries relating to orders, deliveries and service requests, ensuring issues are resolved promptly and effectively
• Update customers with accurate tracking and delivery information whilst coordinating with carrier and operational teams to resolve service issues
• Process customer orders, maintain accurate customer records and update internal systems to support service performance
• Produce KPI and SLA reports using established reporting templates while supporting the wider team with administrative and customer service activities

What you need to succeed at GXO:

• Previous experience within a customer service or office-based environment
• Strong communication skills, both written and verbal, with a professional and confident telephone manner
• Excellent analytical skills, including experience working with reports, KPIs and service performance data
• Strong organisational and time management skills, with the ability to work calmly and effectively in a fast-paced environment
• A proactive, positive and customer-focused approach, with strong IT skills including Microsoft Office applications and experience using remote collaboration tools such as Microsoft Teams

We engineer faster, smarter, leaner supply chains

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team - energetic, innovative people of all experience levels and talents who make GXO a great place to work.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.