Customer Services Representative | Transport / Logistics

- Enter and maintain booking information in the operating system in a timely, accurate, and complete manner.
- Monitor operational progress and ensure customer orders are managed in line with company standards.
- Ensure compliance with all requirements related to hazardous cargo and supporting documentation.
- Maintain a high level of data quality and accuracy within customer orders.
- Build and maintain strong, professional relationships with customers.
- Ensure customer agreements, including rates, fuel surcharges, and invoicing arrangements, are correctly recorded and applied.
- Communicate order priorities and requirements effectively to planning teams.
- Proactively identify and resolve issues that may impact customer satisfaction, such as service failures or delays.
- Keep customers informed about deliveries, collections, service changes, delays, and additional costs.
- Manage and resolve incidents, including refused loads, damages, and related customer queries.
- Handle invoice-related queries promptly and minimise credit notes and requests for information (RFIs).
- Prepare consignment statistics and key performance indicator (KPI) reports.
- Support the Customer Services Supervisor in achieving departmental objectives and commercial goals.
- Collaborate closely with departments such as Shipping, Sales, Traffic, and other offices to meet customer requirements.
- Accept spot bookings and provide transport rate quotations.
- Analyse transport orders from key customers and identify opportunities to further develop strategic accounts.
- Comply with all company policies, procedures, and standards.
- Escalate any issues that may negatively affect the company to management.
- Perform additional duties as reasonably required by the manager