DSV UK

Customer Service Specialist, European Land – Liverpool, GB

Job Overview

  • Salary offer ▵ DOE

Brief Overview

ü To deliver first class customer service and operational efficiency through the bookings process.

ü Planning and optimising transport requirements

Key Tasks

  1. Customer Service, Bookings Process and Transport Management
  • The provision of excellent customer service throughout the European Land bookings process, with effective management and resolution of all associated operational issues.
  • Planning and optimising transport requirements to drive margin and savings.
  • The timely processing of bookings and additional charges in DSV’s operating system to ensure customer satisfaction and to enable the Customer Service Administrators (CSAs) to raise sales invoices at the earliest opportunity.
  • Data input accuracy when working in operating systems and a “right-first-time” approach to avoid unnecessary rework.
  • The making and facilitation of export / import customs entries and documentation when appropriate.
  • Close liaison with suppliers through the bookings, loading, transportation and delivery processes, in line with customer requirements and agreed service levels.
  • Proactive identification and speedy resolution and / or escalation of issues impacting customer service, cash or operating performance levels.
  • Proactive challenge and negotiation of supplier performance levels and additional charges in the best interests of DSV and its customers.

  1. Process
  • Support and involvement in other key European Land business processes, subject to customer and team requirements:
  • Spot quotations
  • Safety incident investigations
  • Customer complaint investigations
  • Claims handling

 

  1. Role Cover
  • The provision of full and effective role cover for aligned Customer Service Representatives.

Key skills and requirements

  • Must be a strong team player with excellent verbal and written communication skills.
  • Close attention to detail and have a good appreciation of process and work instruction efficiencies.
  • Adaptable, able to prioritise, proactive and have a high level of customer focus and enthusiasm.
  • Some attendance and positive contribution to selected customer and supplier review meetings may be required. Possible domestic and international travel.
  • Commercial awareness.
  • Fluent in both written and spoken English.  Other European Language skills are valued but not essential.
  • Desirables:
    • Customer service experience in a chemical logistics / forwarding environment.
    • Experience and knowledge of international transportation and documentation, as well as  good geographical knowledge.

Key Competencies

Flexibility ~ ability to alter behaviour and opinion in changing situations.

Tenacity ~ repeated and enduring efforts to overcome obstacles and / or to complete tasks.

Thoroughness ~ seeking completeness and accuracy.

Self-Control ~ continuing to perform effectively in stressful and difficult situations.

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DSV UK

Global Transport and Logistics