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Customer Service Operator

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Job Role:                                             Customer Service Operator                                                               

Division/Department:                         Road   

Location:                                             Southampton   

Reports to:                                          Customer Service Manager    

About Europa Worldwide Group:

We are an independent privately-owned operator delivering pro-active and innovative freight solutions worldwide. We’ve grown to employ more than 1300 staff and have a presence in more than 160 countries across the globe, offering Road, Air and Sea, Showfreight, Warehouse and Contact Centre services.

Position Summary:

Working within our Customer Service team you will be responsible for the ongoing management of the existing customer base, focusing of the service provided, retention and customer spend. This is a hybrid position of internal sales and customer service.

This is where you come in:

We are currently looking for a Customer Service individual to join our Europa team. You will need a good telephone manner, ideally come from a freight background and be able to proactively deal with situations & problem solve.

Our Ideal Person:

  • Strong, confident personality with an internal sales background and/or customer service background.
  • Time management skills are essential as are communication (face-to-face and over the phone) skills.
  • The ability to prioritise and to work under pressure of workload and within a targeted environment.
  • A good head for numbers is required.
  • At least 2 years Commercial Office experience preferred
  • Excellent communicator and dedication to excellent customer service
  • A desire to improve the Gross profit margins.
  • English and maths at GCSE level C or above are essential.

In this role, you will:

  • Receive inbound calls from your client base and dealing with their calls correctly in order to satisfy the customer’s needs.
  • Make outbound calls to your client base to understand what consignments they may have and quoting & booking/managing on their behalf.
  • Prepare quotations, maximising the gross profit earning potential for each consignment.
  • Refer any complex issues or requests to your line manager, ensuring maximum opportunity is extracted at all times.
  • Log all activity in the CMS where required.
  • Report your figures daily into your line manager.
  • Develop the business within your customer base in order to achieve the GP levels required.
  • Manage your client base to maintain and develop the business relationship, aiming to become sole supplier where possible.
  • Manage all aspects of the Customer accounts, including liaising with internal departments and ensuring credit limits are managed.

What you can expect from us:

  • Excellent salary package.
  • Europa benefits scheme (on successful completion of probation period) –offers and discounts on latest technology, vouchers, gym membership etc.
  • 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!
  • 25 days holidays.
  • Contributory company pension scheme.
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