Customer Service Representative in Derby

Accelerate your career at RXO. RXO is a leading provider of transportation solutions. With cutting-edge technology at the centre, we’re revolutionising the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods seamlessly across North America, Europe, Asia, and beyond—creating smarter, more sustainable supply chains for a global economy. The company is globally headquartered in Charlotte, N.C. regionally headquartered in Amsterdam, NL.

Compensation for this role is £25,000-£26,500.

As a Customer Service Clerk, you will play a central role in supporting daily transport operations and ensuring a seamless experience for customers. You’ll manage service updates and issue resolution across multiple systems and stakeholders. Your professionalism, attention to detail, and proactive communication will help maintain high levels of service performance, customer satisfaction, and operational accuracy within a fast-paced logistics environment.

What your day-to-day will look like:

• Accurately maintain transport orders in TMS.
• Raise and manage service cases with customers or partners when redirections, rejections, or delivery issues occur, following through to resolution.
• Coordinate with warehouse teams to verify stock or pallet locations and provide updates to customers.
• Work closely with the traffic and warehouse teams to resolve queries regarding collections, deliveries, and scheduling.
• Conduct network or partner checks (e.g., hub or pallet network systems) and record outcomes accurately.
• Process service incidents, claims, and chargebacks, ensuring documentation is complete and compliant.
• Retrieve, upload, and distribute PODs within required timelines.
• Respond to incoming calls and emails from customers, partners, and internal teams in a professional and timely manner.
• Maintain detailed and accurate records of communications, service issues, and resolutions.
• Escalate service delays or discrepancies promptly to the appropriate team or line manager.
• Contribute to continuous improvement initiatives, identifying opportunities to enhance service quality or efficiency.

At a minimum, you’ll need:

• Strong customer service and communication skills, both written and verbal.
• Excellent attention to detail and accuracy in data entry and documentation.
• Confident user of Microsoft Office and Transport Management Systems.
• Able to multitask and remain calm under pressure in a fast-moving environment.
• Team-oriented with a proactive, problem-solving mindset.
• Valid Right to Work in the UK.

Preferred Education & Experience:

• 1–3 years of experience in customer service, logistics, or transport administration.
• Familiarity with transport systems, scheduling, or warehouse operations advantageous.
• Experience in managing service-related communication within a logistics environment preferred.

Why Join Us:

• Free access to internal e-learning platform to grow in your profession and gain new skills.
• Comprehensive benefits package (Smart Hive retail discount platform, group life insurance).
• Free confidential Employee Assistance Programme (EAP) with qualified counsellors.
• Enhanced maternity leave.
• Enhanced paternity leave.
• Diverse and Inclusive environment.
• Community Service Day.
• Internal Career Growth Programs.

Our company is committed to creating a diverse and inclusive workplace. We ensure that all recruitment decisions are made without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status. All candidates will be considered based on merit, qualifications, and business needs. We actively promote equal opportunities and strive to eliminate bias at every stage of the hiring process.