Customer Service Associate in Birmingham, West Midlands

Customer Service Associate

Birmingham – Castle Vale | Permanent | Office-based

SALARY

£26,000 to 28,000

Based on experience

HOURS

9:00am – 6:00pm

Office-based

HOLIDAY

28 days

Including bank holidays

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.

• 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.

• A professional looking to build a career in customer service, logistics or operations.
• Strong verbal and written communication skills, with confidence engaging with customers and internal stakeholders.
• A calm, solutions-focused approach to resolving delivery and service issues.
• Excellent organisation and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• A collaborative mindset and willingness to work across different operational teams.
• Good IT skills, including Microsoft Office; experience with logistics or tracking systems is advantageous but not essential.
• A proactive attitude, curiosity and a genuine interest in improving how customers are supported.

• Customers receive timely, accurate and professional communication.
• Service issues are owned, progressed and escalated appropriately rather than simply passed on.
• Internal teams have clear information to support quick resolution of customer queries.
• Recurring service issues are identified and used to support practical process improvements.

At Mobile People Powered Logistics, our people are at the heart of everything we do. We are a family-run business built on care, teamwork and the belief that supporting each other helps us deliver the best possible service for our customers.

We are also proud to be leading the way towards a greener future, having become the UK’s first independent logistics operator to achieve carbon-neutral certification. With a clear ambition to reach zero emissions, we are demonstrating that logistics can be both people-focused and planet-friendly