Customer Service Operator - #10518905

Job Role: Customer Service Operator

Division/Department: Europa Road

Location: Rotterdam

Reports to: Branch Manager

About Europa Worldwide Group

Europa Worldwide Group is an ambitious independent logistics operator with three divisions, Europa Road, Europa Air & Sea, and Europa Warehouse, and has been featured in The Sunday Times Top Track 250 for three years. Europa has invested £5 million in its innovative market-leading product, Europa Flow, providing a frictionless flow of goods between the EU and the UK post Brexit. The group employs over 1,400 people with 19 sales offices in the UK, and the Republic of Ireland, plus European teams in Belgium and the Netherlands and internationally in Hong Kong, China, India and the UAE. The global operator recently reported a record turnover of £302m for the last 12 months, as of August 2022, and remains on track with its ambitious investment programme.

Position Summary

Manage customer requests and queries effective, demonstrating excellent customer service and attention to detail, ensuring all requests for information are closed and clients are left confident in us moving their shipments.

Our Ideal Person

• At least 2 years of experience in customer service, logistics, or a related field.
• Experience working with a transport management system is desirable.
• Experience in a sales-driven environment and/or dealing with export regulations and paperwork
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers, team members, and other stakeholders.
• Strong organisational skills, with the ability to prioritize tasks and handle multiple responsibilities simultaneously.
• Attention to detail and accuracy in data entry and paperwork review.
• Ability to work well under pressure and meet tight deadlines.
• Customer-focused mindset, with a commitment to providing exceptional service.
• Strong problem-solving skills, with the ability to quickly identify and resolve customer queries.
• Proficient in using MS Office suite and transport management systems.
• Demonstrates a positive attitude and willingness to learn.
• High level of integrity and ethical standards.
• Flexibility to work independently or as part of a team.
• Adaptable and able to embrace change.
• Enthusiastic, proactive, and motivated to achieve results.
• Shares and embodies the company values and approach to business.
  
  

In This Role, You Will

• Work closely with the sales team to handle customer requests and queries effectively.
• Build shipments into our TMS (Transport Management System) accurately and consistently.
• Obtain relevant paperwork from customers and review the paperwork to ensure compliance for export entries.
• Handle inbound enquiries for information from customers via email and telephone.
• Effectively communicate with customers via email and telephone, providing excellent customer service throughout.
• Review customer enquiries and manage them until closure.
• Communicate collection, customs and delivery information to customers and make them aware of any changes.
• Respond to problems or concerns raised by customers in a timely manner to handle the queries within the required turnaround time.
• Escalate issues to the Sales Operator when necessary.
• Undertake any other duties as requested by their 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.
• Superb, located offices
• The opportunity to develop, progress and work within a global organisation which is rapidly growing.
• A fantastic working culture which promotes excellent work/life balance.
• Working closely with a team of talented individuals with a great work ethic who also love to have fun!
• Holiday allowance of 8% of the gross annual base salary (excluding bonus) divided in 12 equal monthly instalments.
• 24 working days’ paid holiday plus normally 7 Statutory holidays.
• Contributory company pension scheme.
• Employee Wellbeing Program
• Laptop / phone