Customer Service Operator – Cambridge

Europa Worldwide Group is an ambitious and independently owned logistics business. We operate across three divisions – Europa Road, Europa Air & Sea, and Europa Warehouse – and our continued success has earned us a place in The Sunday Times Top Track 250 for three consecutive years. With 15 sales offices across the UK and Ireland, plus a strong and expanding international footprint in Europe, and countries such as Hong Kong, China, India, and Dubai, we’re investing heavily in our people, our infrastructure, and our future. If you’re looking to be part of a forward-thinking organisation where your contribution genuinely makes an impact, Europa is a place where you can grow and thrive.

Position Summary: To build, manage and maintain relationships with customers as directed by the customer service manager. Manage the day-to-day operations of the customers in your portfolio ensuring agreed service levels and financial targets are met.

This is where you come in: We are currently looking for a Customer Service Operator to join our Europa team. You will need a good telephone manner and experience managing a busy inbox. Ideally, you should come from a freight background and be able to proactively deal with situations and problem solve.

Our Ideal Person:

• Strong, confident personality with administrative and/or customer service background.
• Time management skills are essential as are communication (face-to-face and over the phone) skills.
• The ability to prioritise and to work under pressure of workload and within a targeted environment.
• A good head for numbers is required.
• Commercial Office experience preferred.
• Excellent communicator and dedication to excellent customer service.
• A desire to improve the Gross profit margins.

In this role, you will:

• Be the first point of contact for all matters related to your assigned portfolio of customers.
• Work with key internal stakeholders such as operations and customs supervisor to obtain delivery status updates for your portfolio of customers within a timely manner.
• Be responsible to communicate providing updates for customers through either phone or email.
• Manage the customer service cycle from start to finish ensuring that key information required to prepare quotes and process consignments are compliant with HMRC customs.
• Provide a variety of quotes to your customer to best service their requirements in an ever-changing scenario.
• Be responsible for ensuring credit limits are managed to an appropriate level and payments and debt are recovered.
• Ensure that the commodity codes and invoices are correct and processed for dispatch.
• Ensure that problematic tasks that are held for any reason are rectified in a timely manner.
• Be proactive in approaching and engaging with existing customers to generate income.
• Support the Customer Service Manager with statistics that highlight customer performance and trends via the Customer Service Database Leonardo.
• Respond in a timely manner to problems or concerns from customers within the required turnaround time.
• Undertake any other duties as requested by your line manager, commensurate with the role.
• Ensure you comply and follow our company values, which we refer to as ‘Our Approach to Business’.

What you can expect from us:

• Excellent salary package.
• Free Car Parking.
• 25 days annual leave, plus all UK bank holidays.
• Enhanced Maternity / Paternity & Adoption pay.
• Referral Bonus Scheme.
• Charity 50-50 & Long service awards.
• A fantastic working culture which promotes excellent work/life balance.

Please note that an offer of employment is subject to the completion of satisfactory pre-employment checks.