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Client Support Analyst
2 months ago
This global ecommerce solutions provider, who combine integrated technologies, professional services, and a logistics infrastructure to deliver unique and branded customer experiences, is seeking a Client Support Analyst who will play an instrumental role in engaging and helping their clients leverage their solutions for success in their ecommerce initiatives.
This role offers hybrid working, 25 days holiday, health insurance, perkbox etc
Day to day focus is actively managing existing client business and are responsible for responding to client contact centre enquiries, carrier claims, order management, and identifying opportunities to improve.
Develop positive client relationships leading to overall client satisfaction, monitoring performance.
The Business Managers are the primary point of contact with the clients and internally owns the management of all assigned client programs and projects.
Key Responsibilities:
* Builds a strong relationship with the clients, through effective collaboration and communication with the various clients’ team members.
* Proactively acknowledge client requests, assess request; manage action or pass onto the relevant function / individual to act and communicate response back to client.
* Actively take part in meetings and lead them when it concerns the daily activities improvements.
* Communicates directly with clients the issues detected and their status and resolution.
* The understanding of the overall end-to-end solution from both a technical and functional standpoint.
* The ability to understand and use the back office tools like the ERP system JDEdwards and the associated reporting tools.
* The ownership, analysis, assistance, and follow-up of operational issues until resolution.
* Troubleshooting processes and derivation of possibilities for enhancement.
* Understands assigned client’s marketing objectives, business needs and budget.
* Ensure work is delivered within established time-frames and up to the company’s high standards.
* Responsible for keeping client satisfaction with company’s services and tracking service metrics.
* Able to juggle multiple tasks concurrently and in a highly organized manner.
* Continuously builds upon all knowledge relevant to your assigned client/s to become the Subject Matter Expert on their processes, statistics, and challenges.
* Collaborates with functional departments to achieve objective of task/enquiry.
* Develop understanding of inventory, and stock control to support customer demands and ability to analyse risks in the supply chain.
* Manages and is the go-between client contact centre teams and operations, owning client cases, responding to cases through to resolution.
* Manage carrier claims logging and submission, collaborating with client or client contact centre teams and internal Transportation team.
* Order management inbound and outbound coordination.
* Process imports as well as export orders and the respective shipping processes with prioritisation of different shipments.
* Monitoring and evaluation of all orders and processes as well as preparation of reports
Skills/Experience/Profile:
Ideally holds a degree in business administration, logistics or a related field, or 2-3 years Administrator experience.
Has knowledge and experience within ecommerce and fulfilment.
Experience in scheduling materials.
Previous experience or awareness of working in organisations during peak trading periods.
High customer service orientation.
Excellent communication skills with internal and external clients.
Good problem-solving as well as organizational skills.
Ability to work effectively in a team and independently.
Good knowledge of the Microsoft Applications (Excel, Outlook, Word & PPT).
Analytic skills, ability to interpret information from numerous sources to prepare and present reports.
Ability to work in a rapidly growing, demanding environment.
Strong work ethic and consistent cheerful outlook.
Curious, creative and can think out of the box
