Customer Service and Planning Support

*James Wilby Logistics is more than a haulier, we’re a connected transport and logistics business built around people, performance and progress. Following a successful management buyout, we’ve entered an exciting new phase of growth, with fresh investment, clear direction and a long\-term vision to build something bigger than traditional haulage. Operating across general haulage, pallet distribution, storage, fleet services, recruitment and training, we’ve created a unique ecosystem that doesn’t just move goods, it develops people, supports operators and drives the industry forward. With over a century of heritage behind us, a modern Euro 6 fleet and FORS\-accredited standards, we’re trusted by our customers and ambitious about where we’re going next.*

*Always Moving. Always Improving. People Drive Progress.*

Job Summary

We are looking for an organised and customer\-focused Customer Service \& Planning Support Coordinator to join our Operations team.

This is a varied role supporting the day\-to\-day running of our transport operation by providing excellent customer service whilst assisting the Planning team with the coordination of deliveries, collections and vehicle movements.

Working closely with customers, drivers, warehouse staff and internal departments, you'll play a vital role in ensuring our operation runs smoothly, delivering the high levels of service our customers expect.

Working Hours: Full Time Rotational Shift Pattern, 6\-3, 10\-7

Duties

• Providing excellent customer service via telephone and email.


• Managing customer enquiries professionally and efficiently.


• Assisting customers with delivery updates, collection requests and service queries.


• Supporting the Planning team with daily transport scheduling.


• Booking collections and deliveries accurately onto the Transport Management System.


• Monitoring vehicle movements and delivery progress throughout the day.


• Liaising with drivers regarding route updates, delays and customer instructions.


• Communicating with pallet network partners and external customers.


• Updating transport systems accurately and maintaining operational records.


• Producing Proof of Delivery (POD) documentation and responding to POD requests.


• Escalating delivery issues and service concerns where appropriate.


• Assisting with daily transport administration and reporting.


• Supporting continuous improvement across customer service and transport operations.


• Providing general administrative support to the Operations team.

• Previous experience within a customer service, transport administration or logistics role.


• Excellent communication and interpersonal skills.


• Strong customer service focus with a professional telephone manner.


• Good IT skills including Microsoft Office.


• Experience using Transport Management Systems (TMS) or similar software.


• Excellent organisational skills and attention to detail.


• Ability to prioritise workload in a fast\-paced environment.


• Positive attitude with the ability to work independently and as part of a team.

• Previous experience within the transport or logistics industry.


• Knowledge of pallet network operations.


• Experience supporting transport planning or route scheduling.


• Understanding of transport compliance and driver legislation.


• Experience working within a busy operational environment.

• 20 days plus public holidays, plus one additional day for your birthday (pro rata)


• One additional holiday day awarded after the completion of the first financial year and for each subsequent year of service (capped at 31 days annual leave).


• Life assurance


• Smart Health wellbeing services


• Birthday holiday


• Employee of the Quarter Scheme and Employee Referral Scheme.

*We are committed to building a workplace where everyone feels valued, supported and able to succeed. We actively promote inclusion and diversity across our business, recognising that different perspectives, backgrounds and experiences are what drive innovation and progress.*

Pay: £28,000\.00\-£32,000\.00 per year

Benefits:

• Company pension


• Free parking


• On\-site parking

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