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We’re looking for a Customer Service Advisor for our office in Enderby, UK. The position is full-time. You’ll join an awesome team to support our growing customer base.
About the Role
Being part of Aptean, a leading global technology company, you'll work in an environment where innovation and continuous improvement are part of everyday life. We are continually exploring new technologies, including Artificial Intelligence (AI), to enhance the experience of our customers and employees. This role offers the opportunity to be part of a forward-thinking business that embraces digital transformation while maintaining a strong focus on exceptional customer service.
Working in the 3T Logistics and Technology team, you will be the primary point of contact for all customer service inquiries; this role is pivotal in ensuring the delivery of a high-quality and timely service. Responsibilities encompass daily communication with customers, the establishment of meaningful relationships, and the efficient management of our haulage partners. The role is a great balance of interaction with customers and our service providers; working as part of the 3T 4PL team you'll gain experience in various areas of transport and logistics. Our customers trust us to manage the transportation of their goods and are at the forefront of our decision-making.
Prior experience of Transport is not essential but problem-solving and a willingness to learn are key.
Key Responsibilities:
- Utilize the EVENT platform for monitoring operational activities.
- Liaising by phone and email the statuses of collections, deliveries, and any issues arising in the day-to-day operation.
- Report any non-compliance with agreed processes to customers and 3T Account Management.
- Report daily operational Key Performance Indicators (KPIs) both internally and externally.
- Escalate and provide detailed information on customer complaints in line with Service Level Agreements (SLAs).
- Handle Proof of Delivery (POD) requests.
- Respond promptly and professionally to customer queries.
- Ensure the accuracy of incoming data, thoroughly investigating and agreeing on the cost implications of any data quality issues.
- Monitor customer compliance, ensuring that the service aligns with customer Standard Operating Procedures (SOP). Report any deviations.
- Generate accurate operational reports on a daily, weekly, and monthly basis.
- Report any fluctuations in volume or profile changes contrary to forecasts, escalating findings to the line manager or Account Management.
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About you
Experience in a customer service or transport role is preferred, but not essential.
- Customer-Focused Approach: Enjoys interacting with people and is confident speaking with customers and stakeholders by telephone, using strong listening and problem-solving skills to deliver positive outcomes.
- Communication Skills: Demonstrates excellent communication and interpersonal skills, with the confidence to proactively engage customers and service providers over the phone. Comfortable building relationships and resolving issues through direct conversations, while also communicating effectively via email and other digital channels.
- Adaptability: Experienced in working in a fast-paced environment with the ability to prioritize tasks effectively.
- Problem Solving: Aptitude is key, as is the ability to efficiently solve problems with a solution-based mindset.
- Initiative and Motivation: Capable of working independently, taking initiative, and being self-motivated.
- Stakeholder Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
- IT Skills: Possesses excellent IT skills to navigate systems and tools effectively.
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What’s in it for you?
Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible, and casual environment, an outstanding opportunity for career development and growth.
About Aptean
At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors, and other focused organizations. Aptean’s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech, and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.
“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees, and our company.” – TVN Reddy
Aptean pledges to promote a company culture where diversity, equity, and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders, and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, or age. Celebrating our diverse experiences, opinions, and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
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