Careers
Customer service advisor
Look after UK business customers by phone, WhatsApp and email from our Smethwick office.
About the role
Our customers are UK businesses that need a pallet or load moved today or on a fixed date, and want straight answers. You are their first contact: you quote, book, confirm, track and send the proof of delivery, by phone, WhatsApp and email, from our office in Smethwick, West Midlands.
You work next to the traffic planner, so you always know where the van is and what the driver has said. Every job has a reference, a GPS track and a photo and signed POD, so you can answer most questions in one call rather than promising to call back.
We are a direct carrier with over 4,000 jobs completed and over 99% positive feedback. Keeping that score is the job. Most of our customers come back because someone answered the phone, knew where the van was and sent the POD without being chased twice. You will be that person, and you will see the feedback that follows.
What you will do
- Answer calls, WhatsApp messages and emails from customers quickly and clearly
- Give prices from the online tool and pass bigger jobs to the team for a quote
- Confirm bookings and keep customers informed on collection and delivery
- Send proof of delivery and invoices on request, quoting the job reference
- Log enquiries, account applications and feedback in the TMS
- Handle problems calmly and escalate claims to the office manager
What you need
- Experience in customer service, ideally in transport, logistics or a trade business
- Clear spoken and written British English
- Organised and accurate with references and records
- Comfortable with a TMS, email and messaging tools
- Right to work in the UK and able to get to Smethwick
What we offer
- Salary depending on experience
- Office hours with some early, late or weekend cover on a rota
- A small team where you see the whole job from booking to POD
- Training on the TMS and the carriers network