Senior Customer Service Advisor

☞ Pallex

見る: 104

更新日: 01-06-2024

場所: Coalville East Midlands

カテゴリー: コンサルティング/カスタマーサービス 運輸/物流/倉庫

業界:

ジョブタイプ: Full-time

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仕事内容

Join our quality Customer Service team
Location: Pall-Ex Group Head Office, Coalville
Reporting to: Customer Service Manager
Working hours: Full Time (40 Hours)
Key Partners

  • Member Support
  • Operations
  • Warehouse
  • Depots/Members
  • Management Team
  • Key Account Managers
  • Business Development Manager

Key Activities

  • Customer Service Enquires/Queries
  • Monitoring & Reporting
  • Customer engagement
  • Invoice Queries
  • Complaint Handling/Escalations
  • Various Reports/KPI’s

Core Value

  • Provide a first-class Customer Service experience to support in retaining customers
  • Supporting people to work at their very best to create an engaged workforce
  • Finding solutions in a productive way to minimise customer complaints
  • Delivering projects on time to improve KPIs and be in line with the Business objectives

Key Customers

  • Members
  • Corporate customers
  • Operations
  • All employees
  • CS Team

Key Resources

  • Nexus system
  • Policies & Procedures
  • Rule Book – Member Service Agreement

Customer Relationships, Service & Delivery

  • Timely, professional, and accurate response
  • Deliver on promises
  • Regular communication and updates to all

Company Values

  • Honesty, Transparency
  • Mutually Beneficial Relationships
  • Sustainability, Commitment
  • Innovation

Strengths, Skills and Competencies

  • Excellent Customer facing skills
  • Exceptional interpersonal skills
  • Highly organised, strong, and influential communicator
  • Regular Knowledge of UK logistics
  • Natural ability and desire to problem

Key Deliverables and how you capture value

  • Feedback from customers
  • Reduction in customer related issues
  • KPI outcomes

Role Specific Responsibilities

  • Managing the daily SDM report of all AM/Timed and premium consignments with a possible extension to Economy freight
  • Checking held over report and carrying out corrective action
  • Monitoring new/ghost scans
  • Processing the previous day ‘failure’ report
  • First point of contact for all incoming queries via phone call and E-mail
  • Email address created to direct all first contact E-mails into which will be monitored by the Reactive Sector
  • Recording and inputting information into the service failure log
  • Generate bespoke customer KPI reports in line with customer expectations for all Corporate Accounts
  • Daily, weekly, monthly, quarterly, and annual reports for Customers
  • Damage Report
  • Processing all customer returns
  • Monitoring and actioning all RCR’s
  • Customer Manifesting
  • Deputising for the Supervisor as and when required

If you are interested in the role please can you send your CV and cover letter to Rachel Coe (rcoe@pallex.co.uk) and HR (recruitment@pallex.co.uk)
STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier

Job Type: Full-time

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締切: 16-07-2024

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