Job Description:

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.

Customer Service Representative Responsibilities:

• 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

Customer Service Representative Requirements:

Essential

• 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)

Desirable

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

Benefits

• 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

To be considered for this role of Customer Service Representative, apply now.

Should you require any support or assistance, please contact your local Gi Group office.

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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