Customer Service Specialist

Reference Number: J11272
Salary: £21,000
Location: Marlow
Contract Type: Permanent



To provide a first class customer service to internal and external customers of the company by managing incoming queries and complaints that relate to our services (Domestic & International). Receive, record, investigate and resolve these queries and complaints within SLAs and ensure that the correct escalation process is followed.


  • You will be required to resolve and respond to any emails/phone calls received along with taking responsibility for managing a shared inbox
  • Respond promptly and within timescales to ensure the highest level of customer service is maintained.
  • Be aware of response times and follow the escalation process
  • Pro-actively chase our carriers if queries and complaints are not responded to/resolved within SLAs
  • Log and record all details and actions in CRM database, raise any necessary paperwork and keep customers informed
  • Assist in the production of KPI’s in order to report to the business the complaints activity
  • Carry out root cause analysis and drive corrective actions through the organisation
  • Undertake any projects that may arise within Customer Services or in any interfacing departments as part of continued improvement


  • Motivated with a positive attitude and able to keep up a high morale
  • Professional and articulate – possess strong communication skills both face to face and written
  • Develop realistic workable solutions to problems with the ability to identify causes/trends
  • Accurate and thorough with excellent attention to detail
  • Willingness to make decisions and problem solve
  • Able to prioritise workload and work to deadlines
  • Flexible and adaptable – able to carry out a range of different duties and to multi- task/work on different jobs at the same time
  • A good team player, able to support other members within the team
  • Customer focused and can deliver excellent customer service in a professional and polite manner
  • IT literate particularly with MS Office Applications
  • Able to analyse data, spot trends, draw conclusions and make recommendations to management
  • The ability to generate reports if necessary
  • Evidence of exposure to a distribution and supply chain


  • GCSE or equivalent in English and Mathematics
  • Previous experience in a similar customer facing role
  • Flexible approach to working hours
  • Full driving license

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To find out more about this vacancy please call 01628 627 222