Customer Service Advisor

1 week ago


Bedford, Bedford, United Kingdom Movianto Full time

Purpose of the role

Key Responsibilities

  • Taking full ownership of queries from start to finish you will investigate and resolve Customer Service queries, such as Late deliveries, Damaged deliveries, Delivery ETA's & Shortages etc.
  • Fully accountable for updating Clients on query updates and ensuring that Clients are aware of the investigation status and its progress.
  • Liaise with our operations teams to investigate the root cause of any service failures, identifying preventative and corrective actions.
  • Record and process Returns requests and liaise with the Client/Customer as required.
  • Liaise with Clients and Customers in a courteous & professional manner, keeping them updated throughout the query and realigning their expectations when required.
  • Proactively manage all open Incidents ensuring that they are closed as quickly as possible in line with Client and Movianto SLA's.
  • Support the Customer Service Manager, providing information when required.
  • Process Order Upgrade Requests and ensure that the correct party is billed for the additional cost.
  • Log and process Customer complaints in line with the complaint's procedure.
  • Monitor Critical order deliveries reporting all required information to the Clients as required.
  • Maintain administration, filing & Client specific KPI's.
  • Identify and escalate any potential financial loss issue within the business.
  • To ensure all applicable Company Quality procedures are followed at all times.
  • To undertake any reasonable request that may be required from the business
Experience/Skills Required

Essential

  • Previous Customer Service experience ideally in a B2B Customer Service team
  • Able to carry out investigations to identify root cause analysis of any service failures
  • Good communication skills both verbally and in writing
  • A professional and courteous telephone manner
  • Competent in the use of Microsoft packages with strong typing skills
  • Able to work under pressure and to strict deadlines
  • Able to work effectively as a team or individually
  • Excellent organisational skills with the ability to prioritise workload
  • Good attention to detail
  • Strong accuracy and data entry skills
  • Passionate about good Customer Service

Desirable:

  • Previous customer service experience in logistics or supply chain
  • Ability to identify preventative & corrective actions
  • Trend analysis of service failures
  • Working knowledge of Movianto UK SOP's
  • Ability to influence Customers both internally and externally

Benefits
Onsite Gym at Bedford / discount PureGym memberships

Company Pension

Access to YourRewards platform

Cycle to work

Flu Vaccine

33days annual leave including Bank holidays

Health Assured - Employee Assistance

Simply Health - salary sacrifice

Salary:
£25,750.00 per year

Benefits:

  • Company events
  • Company pension
  • Cycle to work scheme
  • Free parking
  • Gym membership
  • Health & wellbeing programme
  • Life insurance
  • Onsite gym
  • Onsite parking
  • Referral programme
  • Store discount

Schedule:

  • Monday to Friday

Experience:

  • Customer service: 1 year (required)

Ability to Commute:

  • Bedford, MK43 9SS (required)

Ability to Relocate:

  • Bedford, MK43 9SS: Relocate before starting work (required)

Work Location:
In person

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