Freight Forwarding and Customer Service

Job Title: Freight Forwarding and Customer Service

Location: Basildon, Essex

Working Hours: Monday - Friday, 08.30 - 17.30 Office based

Salary:£27,000.00 - £30,000.00 per annum (depending on experience)

Job Overview:

Due to increased global growth, we are seeking a motivated and skilled Freight Forwarding (FFD) and Customer Service (CST) Operator. This role is crucial in supporting the customer services and freight forwarding departments, ensuring outstanding service to clients, and contributing to the company's success.

Key Responsibilities:

• Assist the Head of Customer Services in executing duties to support the Managing Director’s vision.
• Understand and execute the department's vision for outstanding customer service and business development.
• Accurately record customer bookings in the operations system.
• Maintain regular communication with sales teams for new sales leads and shipment handovers.
• Create and maintain Standard Operating Procedures (SOPs) for the department.
• Implement and improve customer workflow efficiencies in conjunction with line managers.
• Maintain key accounts and expedite general enquiries.
• Follow up on customer feedback and enquiries promptly.
• Resolve customer complaints within agreed timelines as per SOPs.
• Aid Credit Control in collecting overdue payments from suppliers/clients.
• Conduct due diligence checks for new customers.
• Uphold high standards of personal quality, Health & Safety, and professionalism.
• Represent the company positively at all times.
• Oversee client and sub-contractor management in line with policies and procedures.
• Ensure compliance with organisational policies, legal requirements, and good practice guidelines.
• Provide accurate and cost-effective quotations to customers promptly.
• Book consignments with third-party contractors and coordinate deliveries.
• Build and maintain strong relationships with customers.
• Manage invoicing and administration efficiently.

Skills, Experience, and Competencies:

• Knowledge of road freight market rates and services.
• Ability to prioritise workload and work as part of a team.
• Proficiency in IT skills, including Microsoft Office Suite (Word, Excel).
• Excellent communication skills, both over the telephone and via email.
• Experience with Excel reporting.
• Good understanding of logistics processes and procedures.
• Demonstrable administrative background with strong analytical skills and attention to detail.

Company Benefits:

• 20 days annual leave + public holidays and yearly salary review.
• Membership in the Group Personal Pension Plan after 3 months’ service.
• Death in Service benefit equal to three times your annual salary after 6 months’ service.
• Enhanced Pension contributions of 9% of annual salary after one year’s service.
• Eligibility to join the Private Medical Scheme after one year’s service.
• Holiday loyalty days up to a maximum of 5 days.
• One Milestone Day per year to take as you wish.
• Confidential EAP platform for you and your immediate family members.
• Access to Employee Discounts and Perks, including Grocery Shopping, Holidays, Movies, Sports, Wellness, and more.

Join a dynamic and growing company where your skills are valued, and your professional growth is nurtured. Apply today and contribute to a legacy of excellence in the freight forwarding and logistics industry.