Customer Service Advisor

Job Title - Customer Service Advisor

Business unit - Dash Logistix, Redruth

Reports to - Group Commercial Manager

Hours - Monday to Friday 08:30 to 17:00

Salary - £27,000 per annum

Purpose

Dash Express is a leading logistics provider in the South-West, committed to delivering exceptional service and operational excellence.

As our Customer Service Advisor, you will be responsible for delivering excellent customer service across the Dash Logistix network, ensuring a consistent customer experience across all parcel operations. Working within the centralised Customer Service Team you will support customers across all regional Dash Logistix depots and act as a key link between customers, drivers, operational teams and network partners. You will take ownership of enquiries and service issues from initial contact to resolution.

What Success Looks Like

• You will champion and nurture a "One Team" approach across regional Customer Service and Operations.
• You will consistently deliver outstanding customer service across all depots.
• You will respond quickly and professionally to all enquiries.
• Acting as the voice of the customer, you will take full ownership to resolve issues effectively and efficiently every time.
• You will maintain accurate administration and operational records.

Main Duties & Responsibilities

Customer Service

• Be the first point of contact for customer enquiries by phone and email.
• Investigate and resolve collection, delivery and general service queries.
• Liaise with drivers, depots and operational teams to obtain updates and resolve issues.
• Keep customers informed throughout the resolution process.
• Handle customer complaints professionally and empathetically.
• Process customer bookings and pricing enquiries.
• Welcome and assist customers and visitors at the depot.
• Support customers with tracking, Proof of Delivery (POD) requests and delivery updates.

Administration Support

• Complete end-of-day administration, including system updates and POD clearance.
• Process customer claims, credits and service investigations.
• Maintain accurate customer records and communications.
• Manage shared inboxes and customer correspondence.

Team Working

• Support all Dash Logistix depots as part of the central Customer Service Team.
• Build positive working relationships with Customer Service, Operations and Management teams.
• Take ownership of customer enquiries through to resolution.
• Support colleagues and contribute to a positive team culture.

Key Performance Indicators

• Response times to customer enquiries.
• Complaint resolution times.
• First-contact resolution rate.
• Customer satisfaction scores.
• Accuracy of POD clearance and administration.

What We're Looking For

• The emotional intelligence, empathy and resilience to consistently deliver exceptional customer service.
• Exceptional communication, influencing, and stakeholder management skills.
• Experience working in logistics would be highly advantageous.
• Confident IT skills with the ability to use an array of different systems.
• A flexible approach to work.
• A full UK driving licence.