Description

Do you have previous experience within the Cargo industry?

Are you customer service focussed, with high levels of efficiency and organisational skills?

Do you have an excellent ability to multi-task, prioritize your workload, and meet deadlines in a fast-paced environment?

Then we have an exciting opportunity for you to join our Customer Engagement Team at London Heathrow where you will play a crucial role in effectively managing customer interactions, coordinating with the warehouse teams, and contributing to the overall efficiency and customer satisfaction of the organization.

Applying for this position means you have an excellent understanding of cargo and import operational processes where you will engage with various areas of the business to proactively seek out new/improved processes, always ensuring customers receive timely and accurate information, resolving any issues that arise, and maintaining high levels of customer satisfaction.

Key Responsibilities

Customer Interaction: Respond to all customer, agent, and freight forwarders queries, either via email or telephone, providing outstanding customer service and efficient customer support.
Build effective relationships: both internally and externally and liaise with relevant operational employees.
Ensure effective communication: Acting as the first point of contact for all key stakeholders and raising all customer and agent queries quickly and efficiently, whilst keeping customers informed on query resolution.
Enhance your already in-depth knowledge of import operational processes to ensure queries are communicated to the right employees and resolved in the right way.
Initiate high level of proactiveness and resilience in responding to queries and supporting customers consistently.
Take accountability and ownership for continuously improving the internal operational processes and work closely with the CE Supervisor/Manager to implement them.
Manage high volumes of calls and emails, remaining calm and always focusing on the customer experience.
Provide additional support to the wider office teams, reception and support areas.
Actively engage with the warehouse to ensure all involved are focused on the end goal.
Provide continuous feedback and improvement suggestions where processes have broken down and work together to actively seek to remove any repetition.

The role may require the completion of any other reasonable tasks when required.

Skills, Knowledge & Expertise

Previous experience in a cargo role with a solid understanding of the cargo import processes.
Excellent communication skills, both verbal and written, with the ability to interact professionally at all levels.
Solid organisational ability in managing high volumes of emails and phone calls in line with KPI’s with the ability to multi-task.
Strong IT skills and familiarity with IT equipment (laptop, phone, emails) and quick learning ability to pick up logistics software being used.
Passion for customer service, people engagement and relationship management experience with excellent interpersonal and relationship-building skills at all levels.
Problem solving abilities, with high levels of proactiveness and ownership in driving process improvement.

Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5-year employment history and a drug & alcohol test.

Our Values

Focus on Customers

We work proactively with our customers request and our customers’ customers to make sure we deliver what we have contracted to deliver. Without our customers, there is no WFS.

Integrity

We treat our people & stakeholders with respect and care building trust via open, honest and straightforward communication. We always operate within the boundaries of our code of conduct and ethics policies.

Responsibility

We do our jobs well, being accountable for our actions and taking responsibility for our work and those around us. We lead by example.

Safety & Security

We sincerely believe that safety & security is our number one priority at all times. We will do what we are trained to do, we will never take short-cuts and we will always speak up where we see compromises being taken.

Teamwork

We all work as part of a team, enjoying what we do, collaborating with our colleagues and relying on their expertise to make a valuable contribution to WFS.

About Worldwide Flight Services

WFS is one of the world's leading ground handling organisations, providing high quality cargo, passenger, premium, ramp, baggage and technical services across a network spanning over 188 locations in more than 22 countries on five continents.

In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.

Worldwide Flight Services

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Customer Engagement Agent