Customer Service Advisor Apprentice

Perform related duties as assigned by Operations Manager Maintain compliance with all company policies and procedures Complete Palletways exceptions before 13:00 noon daily Book in pallets for next day delivery/collection Log all ADR recharges and each Monday log onto palletways portal Go though ADRs assigned to Darcica and challenge after investigation if Darcica not at fault Periodically monitor all Customer Service email inbox (plus any others required if cover needed) and respond to all emails in a timely manner Forward incoming emails to relevant people where required Deal with incoming telephone queries/enquiries Deal with parcel queries/enquiries including locating missing parcels, submitting claims and liaising with customers Add all claims and the progress to the claims log Go through exceptions on hold daily and log with carriers where necessary. Update customers if needed Check over and respond to Bonus Malus exceptions report challenging where possible Liaise with each carrier regarding parcel queries/enquiries Set up parcel/pallet consignments and print labels Deal with pallet queries, either from customers or Depots Assist in locating any pallets if not showing as at depot, where required Make/confirm delivery and collection arrangements with customers Ensure timely communication with all drivers to update with changes to delivery or collection requirements

Assist with company driver queries regarding:

Delivery failures Unable to contact customers Unable to get to or locate delivery point Issues where the delivery point is closed

Liaise with fulfilment customers regarding:

Ensure all orders are on the IT system Deal with any queries Set up and track third party collections Ensure each third-party collection is correctly charged to the correct customer Complete a customer manifest of all parcels at cease work Complete a carrier manifest of all parcels at cease work

Training:

Customer Service Practitioner Level 2.

Training Outcome:

At Darcica Logistics we believe in promoting from within the business and as such 70% of progression have been invested into current employees either to excel in their current position with courses and qualifications or to move into another department if there is a genuine interest.

Employer Description:
Darcica Logistics – Driving towards a better future. At Darcica Logistics, we’re more than just a delivery company – we’re a family-run business built on trust, care, and a commitment to doing things the right way. Based in the heart of Oxfordshire, we’ve grown into a dynamic logistics provider that’s making waves in the industry for all the right reasons. What sets us apart? Sustainability is at the beating heart of everything we do. From eco-conscious delivery solutions to supporting green innovations in our operations, we’re on a mission to drive change and make a positive impact – not just for our customers, but for the planet too

Working Hours :
Monday to Friday, Lunch break 1-hour (unpaid), working hours TBC

Skills:
Communication skills,Problem solving skills,Team working,Patience,Microsoft 365 experience,Empathy,Polite telephone manner,Positive mind set