Apprentice Customer Service Operator

Job Title: Apprentice Customer Service Operator
Contract Type: Permanent
Location: Hanslope
Salary: £15000 per annum
Start Date: 2019-07-01 00:00:00
Reference: 372201317
Contact Name: Keri McGhie
Contact Email:
Job Published: May 17, 2019 09:49

Job Description

The Apprentice Customer Service Operator is responsible for the delivery of customer service excellence in line with contractual requirements, such as arranging both import and export shipments in the most efficient and cost effective manner, whilst achieving the required service levels. Dealing with all shipping documentation as per the specific Business Process Manual.
  • Ensures accurate data is entered into Hellogic and other operating platforms..
  • Processing consignments following strict compliance procedures on all required paperwork, including customs processes, invoicing any other essential air, courier, road and ocean Import/Export related documentation.
  • Review all customer bookings and clearance instructions, ensuring these are understood and followed.
  • Provide all relevant service providers with the required information for successful service delivery in line contracted SLA's.
  • Ensure all delivery instructions are clear, concise, and are provided in the correct format.
  • Communicate with all local and overseas operations to ensure the accuracy on every consignment delivery.
  • Manage in-transit milestones, for all shipments by obtaining the latest status information, updating systems and monitor accordingly and in line with the contracted SLA.
  • In the event of a service failure identity the root cause and take appropriate action to address ensuring the customer is kept fully informed.
  •  Deliver accurate costs within Hellogic and other operating platforms.
  • Raise sales invoices accurately within agreed KPI timescales.
  • Comply with all relevant work and safety legislation, standards and organisational procedures and UK security regulations.
  • Understand airfreight, sea freight, courier and road products including Incoterms.
  • Provide competitive quotations and service solutions.
  • Provide customer reports where required.
  • Share initiatives which will enhance the customer experience and service excellence.
  • Coordination with all warehouse and transport operations to ensure error free handling of consignments in line with contracted SLA's.
  • Control input and handling of customer complaints, issues, quality non-compliance and operational irregularities with follow up and query resolution through the "Customer Relationship Management" (CRM) tool.
  • Ensures service delivery is maintained to a high standard with complaints kept to a minimum.
  • Regular communication with the overseas branches ensuring that all issues are dealt with in a timely manner.
  • Communicate with the airlines and integrators regarding any service issues, ensuring that issues are resolved within a minimum timescale.
5 x GCSE’s or equivalent including Maths and English, Grade A – C
Experience in dealing with different types of people – gained through either academic or work experience

37 ½ hours per week, Monday to Thursday, 08.00 – 16.30, Friday 07.30 – 16.00  with an hours unpaid meal break each day