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Contract: Permanent
Hours: M/F 0800 - 1700
Location: Northampton, NN4
Why work for DACHSER?
Were a family-owned global logistics provider delivering over 83 million shipments a year, including everything from fashion, DIY, chemicals to medical equipment. Internationally, we are among the top 15 logistics providers in terms of sales revenue. We combine and integrate the world's most intelligent logistics network capabilities that keep the global economy running today and tomorrow. DACHSER is a diverse, innovative and energetic workplace where everyone's ideas are always welcomed and considered. We strive to keep the family sentiment running through the business which creates an exciting, ambitious and supportive work ethic. Whether you are looking at opportunities in operations, as part of our Regional Office or support teams, we offer a competitive salary and a range of benefits.
Pension Contribution
27 Days Holiday
Employee Assistance Programme
Discount Platform
Life Assurance Benefit
Cycle To Work Scheme
Purpose Of The Role:
To oversee the customer service administration of the UK domestic road operations in response to customer requests and network standards, in a cost effective and efficient manner. Maximising profit whilst promoting quality and service.
Key Responsibilities:
Administration of UK and import shipments using the Dachser Domino IT system and Active Report, as well as the relevant partner systems, eg. Contrado, Vigo, etc.
Ensure compliance of standard operating procedures
Helping resolve Customs issues for customers
Maintain quality standards and excellent customer service
Ensure that profit is maximised at all opportunities without compromising quality
Produce, analyse and manage identified Key Performance Indicators offering insight into the service performance of Domestic distribution partners
Liaise with other departments in Northampton and the UK, as well as other branches in the network ensuring good working relations and to ensure that the agreed service levels are met
Take accountability for quality and production control reports
Provide a professional image of Dachser while dealing with customers and suppliers on the phone or electronically
Proactively inform the customer of any issues or deviations to the plan and provide an alternative course of action
Respond promptly and accurately to customer enquiries
Record accurately all actions taken so that they can be reviewed and analysed
Error report management utilising the Active Report system
Correct cost accrual, managing financials and processing of purchase invoices
Accurate POD management and archiving
To handle and resolve customer complaints in a professional manner
To remain self-controlled and professional, listening to what customers think and feel in order to make them feel important and deal with their concerns effectively
To develop a culture of trust both within and outside the immediate team in the pursuit of delivering a quality service to the customer
Occasional visits to distribution partners including face to face meetings and service reviews
Support the effective planning operation in the outbound function for both groupage and LTL/FTL, including Amazon as well as Aldi transport
Skills & Experience
Transport legislation
Customer Service qualification
Good educational background
Good geographical knowledge
Commercial acumen and ability to maximise profit while maintaining quality
Excellent communication skills with the ability to communicate verbally and in writing
Excellent IT skills
Ability to remain calm under pressure and to organise work load to maximise personal efficiency
Ability to solve problems and good analytical skills
Resilience to working in pressurised environment
Flexibility
Skilled in adapting their style and language to suit the customer, the department or the level that they are dealing with
High level of accuracy & attention to detail
Ability to work on own initiative and to take responsibility and ownership to deliver quality service to the customer
Experience of working in a fast paced and dynamic environment
Multi-tasking
