Customer Support Coordinator - Fixed Term Contract

Explore Transport; East Midlands; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Generous holiday allowance

Full training and upskilling

Career development and progression

Job summary

Explore Transport seeks a Customer Support Coordinator for a 1 year Fixed Term Contract in Worksop, UK. You will be the front-facing representative for the transport division, handling customer and supplier queries with a can-do attitude and driving inquiries to closure.

You will manage emails, raise TMS requests, provide quotations, log and escalate issues, and ensure timely updates within SLA. Strong communication and MS Office skills are essential.

Qualifications

• Experience in a Transport or Customer Service environment.
• Proficient with Microsoft Windows suite (Word, Excel, Outlook).
• Knowledge of GTS/ESP and Syrinx is an advantage.

Responsibilities

• Manage emails and responses within SLA timeframes.
• Raise all job requests on to the Explore TMS.
• Provide/advise customers with quotations and transport availability.
• Raise escalations from customers to the relevant person(s).
• Manage and process the TWS order.
• Maintain housekeeping of the Explore TMS.
• Handle inbound customer queries via shared mailbox and other channels.
• Log queries on the system and respond within required timescales or SLA.
• Support and drive issue close-out and inform the customer when resolved.
• Add any additional costs or charges to each job in a timely manner.

Skills

Excellent communication

Attention to detail

Organised & multitask

Work under pressure

Team player, can work independently

Education

GCSE level C or equivalent

Tools

Microsoft Word

Excel

Outlook

Job description

Please note that this role is on a 1 year Fixed Term Contract.

The Vacancy

This role is to be the front facing representative for the transport division of the business between Explore Transport, the customers and suppliers, you will ensure you take ownership of all queries or issues that are presented to you and manage them through to closure, with a ‘can do attitude’ and to exceed customer expectations.

Main Responsibilities

• Manage emails and responses within agreed SLA timeframes.
• Raise all job requests on to the Explore TMS.
• Provide/advise customers with quotations and transport availability.
• Raise any escalations from customers to the relevant person/s.
• Manage and process the TWS order well.
• Maintain housekeeping of the Explore TMS.
• Manage all incoming customer queries via all communication channels, which is predominantly the Customer Service shared mailbox.
• Log all queries on the appropriate system and reply to each respective customer within the agreed timescales or Sever Level Agreements (SLA).
• Support and drive the close-out issues bringing them to a swift resolution and communicating with the customer once resolved.
• Add any additional costs or charges to each job in a timely manner; this may include, but not limited to, charges for subcontract hauliers.
• Answer all phone calls in a polite and professional manner, logging all customer requests as required, ensuring the data is recorded as accurately as possible.
• Carry out any other reasonable requests to help support our customers with respect to the service we are providing.

Skills/Knowledge

• Excellent communication skills – converse effectively at varying levels.
• Excellent attention to detail with a high level of accuracy.
• Organised, able to multitask and prioritise.
• Able to work under pressure
• Team player but be able to work alone under own initiative.

Experience

• Previous experience in a Transport or a Customer Service environment.
• Able to use effectively Microsoft Windows package (Word, Excel and Outlook).
• Knowledge of GTS/ESP and Syrinx is an advantage.

Qualifications

• Equivalent to 5 GCSE grade “C” or above

What we offer

• Generous holiday allowance plus statutory bank holiday
• Full ongoing training/upskilling
• Career development and the opportunity for internal progression

This is a permanent position, subject to a successful probation period

Please be advised we reserve the right to close the advert early.

#IND2

Customer Support Coordinator - Fixed Term Contract Worksop, UK