Ocean Export - Customer Service in Feltham

Scope of Position

Ensure timely and accurate movement of freight and information, while providing exceptional customer service within the Ocean Export Department.

Major Duties and Responsibilities

• Customer Interaction: Respond promptly to customer enquiries via telephone, email or in person. Provide accurate information regarding products, services, and company policies. Handle complaints and resolve issues professionally and in a timely manner.
• Problem Resolution: Investigate and troubleshoot customer problems. Escalate complex issues to the appropriate department when necessary. Follow up with customers to ensure a satisfactory resolution.
• Order & Account Management: Update customer accounts and maintain accurate records. Verify billing and payment details when required.
• Communication & Documentation: Prepare reports on recurring issues and customer feedback. Communicate updates and solutions clearly to customers.
• Product & Service Knowledge: Assist customers with product selection and usage guidance. Provide technical support or liaise with technical teams when needed.
• Quality & Performance: Ensure compliance with company policies and industry regulations. Participate in training sessions to improve skills and knowledge.
• Team Collaboration: Work closely with sales, logistics, and other departments to resolve customer issues. Share insights and feedback to improve processes and overall customer experience.

Expeditors Core Competencies

• Exceptional Customer Service: Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and timely in solving problems, including escalating to management when necessary.
• Job Execution: Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement.
• Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes.
• Collaboration: Displays a willingness to accomplish job responsibilities and assist others.
• Communication: Effectively listens to others and communicates in a professional manner.
• Culture: Exhibits and promotes the company’s cultural attributes.
• Personal Growth and Development: Participates in training and pursues professional development goals.

Product Agent Core Competencies

• Timely and Accurate Shipment Processing: Ensures smooth and timely freight process flow according to operational procedures.
• Timely and Accurate Data Entry: Ensures accurate and timely data entry into operational systems.
• Timely and Accurate Billing and Accounting: Invoices customers accurately and follows proper credit approval processes.

Skills:

• Effective interpersonal skills, including proven abilities to listen and communicate clearly.
• Pro-active, strong organizational skills.
• Good Microsoft Office skills (Excel, Word etc.).

Qualifications:

• Global logistics industry knowledge.
• Good computer skills (e.g., MS Excel, MS Word).
• Customer Service experience.

Additional Information:

Must be eligible to work in the UK. Expeditors offers excellent benefits including Private Medical Insurance, Pension Scheme, Life Assurance, Bike to work scheme, Employee Stock Purchase Plan, and Training and Personnel Development Programme.