Senior Customer Care Associate

4 weeks ago

London, United Kingdom DivalentineCalver Recruitment Ltd Full time

Our client an international and specialised Distributor is seeking a Senior Logistics Customer Care Associate for their office in London. This is a hybrid role.
The Senior CCA Logistics will join a dynamic Logistics & Customer Care Team of over 25 people, with responsibility for managing 4-5 direct report. The LCST is responsible for managing the daily operations including imports, warehouses, deliveries to customers, exports outside Europe and demand planning.
This role is essential in supporting the Customer Care Manager, will facilitate the effective delivery of fulfilment process to their customers, against defined KPIs and SLAs. The requirement of the role is not only to support a team of customer care the daily execution of the business, but to also engage with key projects, monthly reporting, team development and workload.
It is important to be able to lead the team across simultaneous projects, often under pressure.

~ Coaching, training and developing the team
~ Performance reviews
~ Inductions and support training plans for new starters
~ Probation meetings for new starters
~ Project work
~ Direct involvement in managing operations for key accounts for the responsible regional area, ensuring the highest level of customer service and driving continuous improvement
~ Responsible for supplier evaluation, performance within the responsible region, including the negotiation of rates and ensuring contractual conditions are upheld and meet SLA expectations
~ Support the monthly reviews with our warehousing and logistic partners
~ Support regular reviews with regional managers where appropriate to ensure the commercial strategy is aligned with the logistics and warehousing strategy
~ Monthly KPI reporting (OTIF, small batches, inventory management, etc.)
~ Driving CI and efficiencies across the team with the aim of meeting performance targets
~Ensuring the best customer service across all responsible areas
~ Actively promotes team spirit and the planning of team building events
~ Support Logistics Manager where deemed appropriate

Must be fluent in English and an advantage will be another European language. 4-5 years experience within a senior Logistics role and a FMCG background is essential. Must also have vast experience in dealing with Key Accounts and have a very high level of business communication skills.

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