Customer Service Associate

Customer Service Associate Birmingham - Castle Vale Permanent Office-based The opportunity We are looking for a motivated Customer Service Associate to join our Birmingham, Castle Vale team. This is a customer-facing role at the heart of our transport operation, supporting key customers through clear communication, accurate information and proactive problem-solving. You will be a first point of contact for customers and will work closely with drivers, warehouse colleagues and operational teams to keep deliveries moving and customers informed. What you''ll be responsible for Handle inbound and outbound customer contact across phone, email and internal systems, responding promptly and professionally. Manage customer enquiries about orders, shipments, collections, and deliveries, providing clear and accurate updates. All of this via our portals (MobiLive, Condrado and Optima) Proactively manage service failures, keeping customers informed and engaging the appropriate internal teams. Provide accurate shipment tracking information, including estimated collection and delivery times. Investigate delivery delays, damages and lost shipments, coordinating with operational teams and transport partners to identify solutions. Work collaboratively with drivers, warehouse teams and operations colleagues to deliver a consistent, high-quality customer experience. Maintain accurate records and documentation, ensuring information is complete, timely and suitable for operational follow-up. ..... full job details .....