Customer Experience Executive

Pay: £33,000.00-£35,000.00 per year

Job Description

UBT is a well-established global business. Our purpose is to equip our customers so that they grow and contribute in a meaningful way to the communities and economies where they live and work. We provide a variety of services to a client base spread across 19 countries in the UK, Europe, North America, Central America and Australia. Our clients are independent family-owned organisations.

In our logistics team , UBT Logistics, we provide comprehensive domestic and international logistics solutions across a wide range of trusted carriers. Our multi-provider approach ensures flexibility, reliability, and cost-effectiveness tailored to each clients unique needs. We take pride in offering a consultative service model—partnering with our customers to understand their business goals and deliver logistics strategies that support growth and long-term success.

We are seeking a proactive and customer-focused individual to join our team, providing exceptional support across customer service and sales administration. In this dynamic role, you'll be the first point of contact for client enquiries, ensuring a seamless experience from order to delivery, while also assisting with key sales admin tasks as and when required. If you have strong communication skills, attention to detail, and a passion for delivering outstanding service, along with logistics industry experience, we'd love to hear from you!

Role Responsibilities

• Manage a portfolio of client accounts and deliver an exceptional customer experience.
• Act as the main point of contact for day-to-day account management.
• Build and maintain strong client relationships through regular communication.
• Process claims and resolve invoice queries efficiently.
• Coordinate transactional support with offshore teams.
• Deliver responsive customer service to drive satisfaction, retention, and growth.

Processes

• Maintain and improve the customer experience when dealing with UBT Logistics clients.
• Act as the dedicated day-to-day point of contact for an assigned portfolio of UBT Logistics client accounts, owning the end-to-end relationship.
• Manage all inbound client calls and emails, ensuring prompt and effective responses
• Host monthly Teams 'check-in' calls (where required) with each client to review service performance, discuss upcoming requirements and strengthen the relationship.
• Provide pricing and quotes for customers as and when required.
• Address customer concerns/complaints.
• Respond to specific customer queries in a timely manner.
• Utilise the telephone and electronic communication methods including email and video to regularly communicate with customers.
• Process and request new account applications.
• Work closely with suppliers to get accounts open in a professional and timely manner.
• Follow on-boarding process to ensure smooth transition for new clients.
• Maintain oversight of new accounts, monitoring progress and execution through structured spreadsheet tracking.
• Provide customers with timely and accurate updates on the status of new account setups.

Hours

07:30-16:30 Monday - Friday

Job Type: Full-time, Permanent

Benefits:

• Company car
• Company pension
• Discounted or free food
• Free parking
• On-site parking
• Private medical insurance
• Sick pay

Experience:

• Logistics: 1 year (preferred)

Work Location:

In person - Warwick office

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