Customer Service Advisor - Training in Enderby

We’re looking for a Customer Service Advisor for our office in Enderby, UK. The position is full-time. You’ll join an awesome team to support our growing customer base.

Being part of Aptean, a leading global technology company, you'll work in an environment where innovation and continuous improvement are part of everyday life. This role offers the opportunity to be part of a forward-thinking business that embraces digital transformation while maintaining a strong focus on exceptional customer service.

Working in the 3T Logistics and Technology team, you will be the primary point of contact for all customer service inquiries; this role is pivotal in ensuring the delivery of a high-quality and timely service. The role is a great balance of interaction with customers and our service providers:

• Utilize the EVENT platform for monitoring operational activities.
• Liaising by phone and email the statuses of collections, deliveries, and any issues arising in the day-to-day operation.
• Report any non-compliance with agreed processes to customers and 3T Account Management.
• Report daily operational Key Performance Indicators (KPIs) both internally and externally.
• Escalate and provide detailed information on customer complaints in line with Service Level Agreements (SLAs).
• Ensure the accuracy of incoming data, thoroughly investigating and agreeing on the cost implications of any data quality issues.
• Monitor customer compliance, ensuring that the service aligns with customer Standard Operating Procedures (SOP).
• Report any fluctuations in volume or profile changes contrary to forecasts, escalating findings to the line manager or Account Management.

Experience in a customer service or transport role is preferred, but not essential.

Customer-Focused Approach: Enjoys interacting with people and is confident speaking with customers and stakeholders by telephone, using strong listening and problem-solving skills to deliver positive outcomes. Demonstrates excellent communication and interpersonal skills, with the confidence to proactively engage customers and service providers over the phone. Comfortable building relationships and resolving issues through direct conversations, while also communicating effectively via email and other digital channels.

Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.

At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions.

“At Aptean, our global and diverse employee base is our greatest asset. Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.