Customer Service Operator

Job Overview

We are currently looking for a Customer Service Operator to join our Europa team. To build, manage and maintain relationships with a portfolio of customers, providing excellent levels of service consistently. Manage the day-to-day operations of the customers in your portfolio ensuring agreed service levels and financial targets are met.

You will provide sales support to the Business Development Managers in the region to meet and exceed financial targets, facilitate the continued growth of the division, and increase customer retention rate.

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.

The group employs over 1,400 people with 17 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.

Responsible For
  • Manage the day-to-day operations of your assigned portfolio of customers, ensuring questions or concerns raised by customers are addressed as per the agreed service levels and financial targets set by the Territory Sales Managers.
  • To be the first point of contact for all matters related to your assigned portfolio of customers, responding to customer queries in a timely manner.
  • Proactively engage with customers to build, manage and maintain relationships to generate income and improve retention, recording results on the CRM.
  • Deliver bespoke customer service to your assigned customers, providing quotes tailored to the specific needs of your customers to best service their individual requirements.
  • Maintain retention targets of customers in your portfolio and aim to exceed these targets on a regular basis.
  • Act as sales support for the Business Development Managers through quote building, quote feedback, CRM entries and the organising of shipments, ensuring key internal and external stakeholders are updated in line with key milestones.
  • Take ownership for ensuring credit limits are managed to an appropriate level and payments or debts for your portfolio of customers are recovered promptly.
  • Work with key internal stakeholders such as Operations and Business Development Managers (where relevant) to obtain and proactively deliver key status updates for customers within a timely manner to ensure best in class customer service.
  • Support the Customer Service Supervisor with the creation of reports and statistics that highlight the level of service provided so that this can be presented in both internal and external review meetings.
  • Conduct customer visits when required to review service levels, build relationships and revenue.
  • Ensure you and your team follow our company values, which we refer to as ‘Our Approach to Business’
  • Undertake any other duties as requested by their line manager, commensurate with the role.
Additional Requirements
  • Strong, confident personality, with a customer service or operations background.
  • Ideally have previous experience within an Air & Sea freight forwarding role.
  • A strong office-based administration background.
  • Time management and communication skills.
  • The ability to prioritise and to pro-actively deal with situations and use initiative.
  • Driven to succeed within the workplace.
Job Nature
Full Time, Hybrid
Experience Requirements
Job Location
£26K/yr - £28K/yr
Other Benefits
  • Excellent salary package
  • 25 days annual leave, plus an additional holiday scheme
  • Laptop & Tablet
  • company events
  • Contributory company pension scheme
  • Fantastic maternity / adoption / paternity benefits
  • 2x salary - death in service benefit
  • Employee Wellbeing Programme
  • Wide range of Europa rewards and benefits scheme
  • 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!
Job Level

Interested? Apply below


I agree by submitting my CV, I am giving Europa Worldwide Group Ltd, and its subsidiaries consent to hold my personal data.

Click to apply

Apply for this position

* Attach your resume. Max size 2mb Allowed Type(s): pdf