Customer Service Specialist

The purpose of this role is to deliver high-quality customer service by managing freight forwarding activities from booking through to final delivery, ensuring accuracy, timeliness, and adherence to customer commitments. The position works closely with customers, internal departments, and international partners to monitor shipments, resolve issues, and maintain effective communication throughout the transportation process. The role also supports accurate invoicing, cost management, KPI reporting, and administrative functions to promote operational efficiency and continuous improvement.

Key Responsibilities

• Provide timely and professional communication with customers and internal stakeholders via email and telephone.
• Accurately receive and process customer bookings within the transport management system.
• Ensure all consignments are directed promptly to the appropriate operational teams.
• Coordinate with operations teams and international partners to meet customer requirements and service commitments.
• Monitor shipment progress and ensure deliveries are completed within agreed timescales.
• Proactively identify and resolve issues with customers and colleagues.
• Prepare and issue accurate customer invoices.
• Record and manage costs within internal systems.
• Provide Proof of Delivery (POD) documentation when required.
• Prepare and submit customer quotations in accordance with company procedures.
• Produce and maintain KPI reports using internal systems and spreadsheet software.
• Complete non-conformance reports when necessary.
• Support general administrative activities and documentation requirements.
• Monitor shipment volumes and report significant fluctuations to management.

Candidate Profile

• Customer-focused with a strong commitment to service excellence.
• Positive, resilient, and capable of working effectively under pressure.
• Well-organised, reliable, and able to manage multiple priorities simultaneously.
• Strong attention to detail with excellent accuracy and numerical skills.
• Competent user of Microsoft Office applications, including Word, Excel, and Outlook.
• Excellent verbal and written communication skills with a professional telephone manner.
• Previous experience within freight forwarding, logistics, transportation, or supply chain operations.
• Good understanding of transport and logistics processes

IAC-Jun26