Role: Customer Service Specialist

Location:  Hybrid working with the base location of East Midlands

The role

The role is instrumental in supporting the key account managers and our operations team in delivering the operational service to our clients. You’ll be the first point of contact for our clients, operations, and transport teams. Daily you will create reports for the clients which will include stock levels and shipment status which allows the clients to deliver exceptional service to customers.

Your tasks

• Managing daily operational performance and KPI achievement  
• Manage inbound deliveries, outbound deliveries, returns, and the transfer of related information back to customers and resolve any related issues.
• Lead  and/or support internal and external weekly sync meetings and drive completion of relevant actions 
• Participate in monthly and quarterly client meetings, providing insight for all service-related matters. 

• Investigate and resolve any customer queries in line with their SLA
• Manage operational and transport performance for launch events  
• Analyse information for weekly KPI reports and provide written investigation results and corrective action 
• Analyse scheduled cycle count data and follow up actions in line with customer requirements and agreed process 
• Maintain client-relevant performance reports including open orders, returns, and backlogs.
• Support the preparation and compilation of data for monthly customer statements/invoicing (service statements, transport cost statements, Intrastat, transport overviews) 
• Provide operational data to support monthly invoicing processing 
• Identify and record VAS tasks performed and ensure costs are captured  
• Analyse client forecasting and highlight potential issues i.e. capacities or consumable volumes  
• To ensure that all claims for loss or damage are administered in line with the published process. 
• Complete daily/weekly carrier-related reporting. Investigate any problems and lead improvement opportunities.

Your profile

You’ll be customer-focused with a proactive approach to problem-solving as well as:

• Confident when dealing with complex multi-department situations. 
• Able to communicate effectively through both oral and written methods
• Highly organised with the ability to prioritise workload and deal with conflicting priorities. 
• Analytical skills with the ability to translate the information into an easy-reading format.
• Good PC skills, including, Microsoft packages, and has worked with SAP WMS and Power BI
• Excellent stakeholder management

What we offer

• 22 days annual leave with the option to purchase up to an additional 5 days
• Pension contribution
• A life assurance policy that pays out 4 x Salary
• Employee Assistance Programme that provides you with confidential support, information, and advice to help you
• Employee Discount Scheme through Treats