Customer Service Representative

Customer Service Representative

East Grinstead, RH19 (Hybrid)

Contract:

Permanent

Salary: £26,460-£29,244 per annum

Monday-Friday (8am-5pm or 9am-6pm)

Driving Licence Required

We're recruiting a Customer Service Representative (Logistics) to join a growing third-party fulfilment and delivery business. You'll be the key day-to-day contact for a portfolio of clients, ensuring queries are handled professionally, issues are resolved quickly, and service levels are consistently met.

This is not transport planning or route scheduling. It's a customer-first coordination role, supporting and working closely with clients and internal teams to deliver a smooth experience end-to-end.

• Acting as the first point of contact for client enquiries via phone and email
• Managing day-to-day queries and problems, keeping clients updated with clear timelines and outcomes
• Using CRM/ticketing systems to log, track and progress requests within agreed SLAs
• Building strong relationships with clients through proactive communication, regular updates and reporting
• Liaising with internal departments (e.g., warehouse operations, carriers and support teams) to ensure smooth service delivery
• Monitoring client accounts to ensure orders and correspondence are processed accurately and on time
• Attending client calls where required, managing actions and ensuring follow-ups are completed
• Supporting the administration and daily running of accounts to maintain service levels and client satisfaction
• Managing billing for services provided (including carriage and bookings)
• Handling complaints professionally, escalating when needed and driving continuous improvement
• Monitoring and reporting on KPIs such as response/resolution times, first-time resolution, SLA adherence and client satisfaction

• Strong customer service mindset (office-based customer service preferred)
• Comfortable using technology, confident with MS Office and comfortable using CRM/ticketing systems
• Able to juggle priorities, stay calm under pressure, and communicate clearly
• A proactive attitude and practical problem-solving approach-ready to hit the ground running
• Driving licence and own vehicle (due to office location and occasional site visits)

• Experience in a client-facing operational environment (fulfilment/logistics/3PL exposure helpful, but not essential if your customer service skills are strong)

• Hybrid working after successful probation (50/50 remote/office)
• Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
• 22 days holiday rising to 25 days after two full years + Bank Holidays (option to buy/sell)
• Birthday leave
• Discretionary company bonus scheme
• Free on-site parking (electric charging at certain locations)
• Employee awards and regular social events
• Employee Assistance Programme (mental health & well-being support)
• Cycle to work scheme
• Enhanced maternity and paternity leave