Customer Services Agent

Right Now Recruitment; Colnbrook; On-site; GBP 28,000 - 32,000; Full time

Job summary

Right Now Group is seeking a Customer Service Agent to join an established transport and logistics operation in Colnbrook. You will be part of a four-person team handling bookings and delivering proactive shipment updates.

This busy role requires strong communication, attention to detail and the ability to manage multiple inquiries. Salary ranges from £28,000 to £32,000, with Monday–Friday, 09:00–18:00 hours and permanent, full-time employment.

Qualifications

• Experience in Customer Service, ideally in Transport, Logistics, Freight Forwarding or similar.
• Strong telephone and email communication skills with a proactive approach.
• Attention to detail and ability to manage multiple shipments and inquiries.

Responsibilities

• Process and manage customer bookings within agreed service levels
• Ensure shipment information, pricing and billing references are entered accurately
• Send pre-alerts to stations involved in each shipment
• Obtain missing shipper/receiver information from customers when required
• Record collection, delivery and special handling requirements
• Monitor direct drive and dedicated shipments and provide updates
• Answer incoming calls promptly and professionally
• Proactively contact customers to obtain missing information
• Provide regular updates on live shipments
• Monitor shipments from start to finish and coordinate with teams
• Maintain accurate data in internal systems
• Handle operational queries within SLAs
• Develop positive relationships with customers
• Support colleagues during busy periods and perform admin tasks

Skills

Customer service experience

Telephone communication

Email communication

Attention to detail

Multitasking

Organisational skills

Time management

Proactive problem-solving

Team player

Customer-focused

Tools

Booking systems

CRM software

Job description

Right Now Group are recruiting for a Customer Service Agent to join an established transport and logistics business based in Colnbrook.

Working within a team of four, you will be responsible for providing a professional and efficient service to customers while managing bookings, monitoring live shipments and ensuring customers receive accurate and proactive updates throughout the shipment process.

This is a busy, fast-paced Customer Service position within the transport and freight sector. The successful candidate will work closely with customers, internal teams and European stations to ensure bookings and shipments are processed accurately and within agreed service levels. Customer Service Agent

Key Responsibilities of a Customer Service Agent

• Process and manage customer bookings within agreed service levels
• Ensure shipment information, pricing and customer billing references are entered accurately
• Send pre-alerts to the relevant stations involved in each shipment
• Obtain missing shipper and receiver information directly from customers where required
• Ensure collection, delivery and special handling requirements are correctly recorded
• Monitor direct drive and dedicated shipments, providing customers with regular progress updates
• Answer incoming customer calls promptly and professionally
• Proactively contact customers to obtain missing information and prevent shipment delays
• Provide regular and relevant updates regarding live shipments
• Monitor new customer shipments from start to finish
• Liaise with internal teams and stations regarding shipment requirements and changes
• Maintain accurate information within internal systems
• Process and manage assigned operational queries within agreed SLAs
• Develop and maintain positive relationships with customers
• Support other members of the Customer Service team during busy periods, lunches and absences
• Complete general Customer Service and administrative duties as required

The role also involves checking customs-related booking information, ensuring required details are completed correctly and confirming the necessary documentation and POAs are in place before shipments proceed. Customer Service Agent

Skills & Experience Required for a Customer Service Agent

• Previous Customer Service experience, ideally within Transport, Logistics, Freight Forwarding, Courier or a similar fast-paced environment
• Strong telephone and email communication skills
• Confident dealing directly with customers and providing proactive shipment updates
• Excellent attention to detail when processing bookings and shipment information
• Able to manage multiple customer enquiries and shipments at the same time
• Strong organisational and time-management skills
• Comfortable working to agreed service levels and response times
• Confident using computer-based booking and customer management systems
• Able to build positive working relationships with customers and colleagues
• Proactive approach to resolving missing information and potential shipment issues
• Strong team player who is willing to support colleagues during busy periods
• Professional, reliable and customer-focused approach
• Previous freight, logistics or transport knowledge would be advantageous

Salary & Benefits for a Customer Service Agent

• £28,000 - £32,000 depending on experience
• Monday to Friday
• 09:00 - 18:00
• Permanent, full-time position
• Based in Colnbrook
• Join an established four-person Customer Service team
• Work within an established transport and logistics operation
• Exposure to UK and European transport movements
• Opportunity to develop further experience within the Freight and Logistics sector

Suitable candidates will be contacted within 24 hours.