Customer Service Specialist
Manchester
£23,000 - £26,450

(Salary including a 15% quarterly bonus)


SHIFTS
Monday to Friday 08:00 – 17:00
Or
Monday to Friday 09:00 – 18:00



My client provides trailer leasing, rental, maintenance and repair as well as other value-added solutions to transportation and logistics customers across Europe.

They are looking for a Customer Service Specialist to join them at their site in Manchester

Scope of a Customer Service Specialist will include:

·The Customer Service Specialist is responsible for service delivery to our top VIP customers.
·Act as a single point of contact for all requests
·Deliver excellent customer service & make the right cost decision to ensure the maintenance budget (Operational Plan & Customer CV) is adhered to.

The Customer Service Specialist needs to demonstrate understanding & drive improvements of customer satisfaction.

·Follow up on customer requests in a timely manner
·Manages customer related calls (inbound & outbound), in order to increase customer’s satisfaction (Net Promoter Score).
·Carryout specific customer site visits at least once a week in the Midlands area, working with the customer on site assisting with fleet compliance requirements.

Compliance Management

·Schedule service events, update business applications (ALS), obtain paperwork, upload documents into myIntelligence, advising customer on due services.
·Manage Free of Charge Units to ensure this is kept at minimum level.
·Contract maintenance for tail lifts & reefers.
·Carryout specific customer site visits at least once a week in the Midlands area, working with the customer on site with fleet compliance.


Leadership

·Initiate the development needs to PDP & follow up.
·Attend team meetings & proactively participate.

Simplification & creativity through teamwork

·Deliver 1 new productivity or process improvements

Required Competencies

·Interpersonal Skills: Able to successfully interact with others on different levels. Give support to customers & colleagues. Able to share information in an honest & open manner with integrity
·Negotiation Skills: Able to negotiation, to achieve best results with vendor.
·Customer Excellence: Service customers with a positive, professional & a 'can do' attitude. Understands customer requirements & capability to meet & exceed these requirements. Responds in a promptly & efficiently manner to customer queries & issues. Performs standard customer related tasks in a consistent & efficient fashion.
·Product & Services Knowledge: Understand how the product relates to the level of service for the customer & able explain the components & the benefits.
·Process Knowledge: Correct use of business systems & Standard Operation Procedures. Deliver improvement ideas to the Customer Service Assistant Manager.
·Budget Management (P&L Skills): Understand impact of correct Fleet Management & activity coding. Able to challenge costs & identify opportunities to recharge, reduce costs & manage fair, wear & tear. Actively seeks opportunities for cost control & flag to manager.
·Communication Skills: Is articulate & easy to understand. Is clear & concise in both oral & written communications.
·Time Management: Able to prioritize & organize tasks, so able to multi task. Make use of business systems to effectively manage the flow & storage of information. Also uses the business administrative procedures & processes to complete all administrative requirements. Ensures information is easily accessible to others & all tasks are completed in a timely manner.
·Analytical Skills: Able to understand historical data to influence decisions on daily work. Determines relevance of information & identifies critical elements
·Process & Change Management Improvement: Flag areas for improvement to the Customer Service Assistant Manager & challenge process status quo. Be open for change & have ability to adapt to changes.
·Leadership: Able to collate information to make an informed decision for daily work, know when to escalate. Enthusiastic: embraces work assignments & energize others

Qualifications & Previous Experience of a Customer Service Specialist:

·Minimum of 2 years of relevant working experience in an administrative role
·Computer skills: average knowledge of the MS Office applications
·Able to work under pressure; stress resilient
·Self-motivated


Please be aware, this role is this is a permanent position apply now for immediate consideration.

To apply for this Customer Service Specialist opportunity please call – 07717 130 053 or send your CV to Sam Barber: sam.barber@autoskills-uk.com