The main thing I’m looking for is strong customer service and communication skills. Although the role sits within Supply Chain/Transportation, day-to-day it is very much a customer-service role. We can teach the transport processes and systems, so I won’t want candidates ruled out simply because they haven’t worked in transport before but if they have transport experience that would help.
What the role involves
The Service Specialist sits within our Transport Hub Execution team and helps manage the day-to-day movement of goods across multiple markets. The focus is on making sure deliveries run smoothly and, when they don’t, taking ownership of the issue through to resolution.
Typical responsibilities include:
- Monitoring live shipments and proactively identifying delays or service risks.
- Liaising with carriers, loading and unloading sites, customers and internal Supply Chain teams.
- Chasing updates and providing clear, timely communication when something goes wrong.
- Resolving delivery and unloading issues and supporting recovery of delayed loads.
- Managing multiple operational queries and priorities at the same time.
- Investigating issues, understanding the root cause and ensuring the right actions are followed through.
- Supporting freight charge queries, claims and other transport-related exceptions.
- Maintaining accurate information across our transport and tracking systems.
What I’d prioritise in candidates
- Excellent customer service: someone comfortable dealing with both internal customers and external suppliers/carriers, particularly when there is a problem or pressure to resolve something quickly.
- Strong communication: confident on the phone and email, able to ask the right questions, chase effectively and keep stakeholders updated without needing to be prompted.
- Ownership and problem solving: someone who doesn’t just pass an issue on, but follows it through, looks for solutions and knows when to elevate.
- Ability to work under pressure: the environment is fast paced, with multiple live issues competing for attention, so prioritisation and resilience are important.
- Good attention to detail and IT confidence: they will work across several systems and need to interpret information accurately. Microsoft Office experience is important; experience with SAP or transport/tracking systems would be beneficial but isn’t essential.
In terms of background, I’d be very open to candidates from customer service, account management, logistics coordination, order management, operations or similar fast-paced service environments. For me, the behaviours and customer mindset are more important than somebody already knowing our transport systems.
The team operates Monday to Friday with flexible working applied
Service Specialist employer: Charterhouse Recruitment
Join a leading manufacturing business that values collaboration and customer focus, offering a competitive salary package and opportunities for career growth. With a supportive work culture and the flexibility of remote or hub-based working, you will thrive in an environment that encourages strong relationships and sustainable growth within the public sector. Enjoy increased holiday benefits with service and a guaranteed review at six months, making this an excellent opportunity for those looking to make a meaningful impact.
