Logistics Customer Service Specialist (Hybrid)

Gi Group UK; East Grinstead; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Hybrid working after probation (50/50)

Pension

Life Assurance

Healthshield Cash Plan

Discount Perks

22 days holiday + bank holidays

Birthday leave

Discretionary bonus scheme

Free on-site parking

Employee awards and social events

Employee Assistance Programme

Cycle to work scheme

Enhanced maternity/paternity leave

Job summary

Gi Group UK is recruiting a Customer Service Representative (Logistics) in East Grinstead. The role focuses on day-to-day client coordination, handling queries and ensuring service levels are met within SLAs. A hybrid working pattern after probation combines 50% remote work with office presence.

You will work closely with clients and internal teams, logging requests in CRM systems, monitoring orders and resolving issues promptly to maintain high client satisfaction.

Qualifications

• Strong customer service mindset and client-facing approach.
• Proficient in MS Office and comfortable with CRM/ticketing systems.
• Able to juggle priorities, stay calm under pressure and communicate clearly.

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 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 and carriage bookings.
• Handling complaints professionally, escalations as needed and driving continuous improvement.
• Monitoring and reporting on KPIs such as response/resolution times, first-time resolution, SLA adherence and client satisfaction.

Skills

Customer service mindset

MS Office

CRM systems

Communication

Problem solving

Prioritisation

Driving licence

Tools

CRM software

MS Office

Job description

Gi Group UK is recruiting a Customer Service Representative (Logistics) in East Grinstead. The role focuses on day-to-day client coordination, handling queries and ensuring service levels are met within SLAs. A hybrid working pattern after probation combines 50% remote work with office presence.

You will work closely with clients and internal teams, logging requests in CRM systems, monitoring orders and resolving issues promptly to maintain high client satisfaction.