Route Relay
Customer Support Professional
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Company Description
Route Relay is a fixed-price, proof-led vehicle logistics platform designed for the UK motor trade. The company connects dealers, fleets, and transport professionals through a clear process for booking, managing, and completing vehicle movements, with upfront pricing and route-matched work. By combining first-hand motor trade and logistics experience with modern technology, Route Relay makes every vehicle movement easier to arrange and more accountable. The platform emphasizes clear communication, proper handling, and documented proof at every stage, covering everything from everyday dealer stock to specialist and non-running vehicles. Route Relay is focused on delivering reliable, transparent vehicle movements routed properly.
Role Description
This full-time Customer Support Professional role is a hybrid position based in the West Midlands, with some flexibility to work from home. The role involves responding to customer inquiries via phone, email, and online channels, ensuring timely, clear, and accurate information about bookings, movements, and platform use. The Customer Support Professional will troubleshoot basic technical issues related to the platform, escalate complex problems, and collaborate with operations and logistics teams to resolve customer concerns. Day-to-day responsibilities include tracking customer requests, updating records, monitoring movement status, and proactively communicating updates to dealers, fleets, and transport professionals. The role also includes gathering feedback, identifying recurring issues, and suggesting improvements to enhance customer satisfaction and service quality.
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Qualifications
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- Strong customer support and customer satisfaction skills, with experience handling inquiries and resolving issues in a professional manner.
- Excellent interpersonal skills and clear communication abilities for engaging with diverse customers and internal teams.
- Technical support capabilities, including comfort using web-based platforms and troubleshooting common user issues.
- Analytical skills to interpret customer feedback, identify patterns, and contribute to process improvements.
- Prior experience in customer service, logistics, automotive, or technology environments is beneficial.
- Ability to work effectively in a hybrid setup, manage time independently, and adapt to changing priorities.
- Good written and verbal communication skills in English, with attention to detail and accuracy.
- Basic proficiency with common office and CRM software; familiarity with UK motor trade or vehicle logistics is an advantage.
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