Customer Service Specialist (AIR FREIGHT EXPORT)

****ONLY APPLY IF YOU HAVE AIR FREIGHT EXPORT EXPERIENCE******

JOB ROLE: Customer service specialist

Location :London Heathrow, England

Job Purpose:
Provide consistent high quality, professional customer service that builds relationships which increase customer loyalty, retention and growth.

Customer expectations pro-actively confirmed and managed, verbally as well as email
Exception management pro-active with quick response times, verbally as well as email
Develop positive customer relationships with new and existing customers
Handle customer complaints and enquiries.

Sales
Work with Sales to ensure successful implementation of new business
Provide timely updates on customer service issues, solutions and sales opportunities

Customer Service
Create shipment physical file
Arrange collections and manage bookings with gateway/airline
Check the service booked = customer expectation
Complete all inputs to systems right first time and manage all incompletes
Quality check document output matches customer promise
File handover to "operations / admin"
Post-flight checks up to clearance/delivery where required completed with any exceptions confirmed verbally with the shipper/overseas agent
When required, take follow up and corrective actions and verbally communicate these with customers recording any complaints or internal issues.
Relationship calls to customers including up/down-trading, customer vendors and selective relationship calling.
Update systems with appropriate customer contact information
Update Gsystems with all required inputs including root cause and solution
Liaise with overseas and other UK offices

Skills & Qualifications:
*Knowledge of customer service concepts
*Knowledge of Freight Forwarding industry: imports, exports, customs and related processes desirable
*Ability to prioritise own workload in view of customer and business demands
*Ability to perform under pressure
*Inter-personal skills - Influencing, communication, relationship management, cultural awareness
*Clear and concise communication skills
*Good written and spoken English.

Experience
Reasonable experience in customer service environment within similar or related industry, circa 2 years. GCSE level.

**** Only APPLY IF YOU FEEl YOU MATCH THE ABOVE JOB DISCRIPTION & HAVE AIR FREIGHT EXPORT EXPERIENCE*****