Customer Service Advisor

6 months ago

Banbury, United Kingdom DHL Full time

**Pay Rate**: £26,293.88
**Contract Type**: Permanent (Full-Time)
**Shift patterns**: Mon-Fri - 39.5hrs per week (Mon-Thurs: 08:30-17:00, Fri: 08:30-16:30)
**Location**:Banbury (OX16 3ED)

DHL, award winning leading supply chain business is seeking a **Customer Service Advisor** to play a vital role coordinating our daily logistics requirements.

**WHAT DOES THE ROLE ENTAIL?**

**Role Purpose**:

- Key point of contact for DHL Life Sciences customers, co-ordinating communications for internal and external customers and departments ensuring a high level of service at all times
- Offering a pro-active approach to the business requirements, customer enquiries and complaints and ensuring they are owned through to resolution.

**Accountabilities**:

- Act as first point of contact for queries and complaints for DHL Life Science customers
- Ensure all queries and complaints are dealt with effectively and effectively at all times
- Translate, analyse and deliver customer needs through effective communication
- Customer query management using relevant customer services databases (both DHL and customer systems)
- Delivery of Customer Services KPI's
- Ensure accurate data input for manual order entry
- Produce customer invoices and/or credits based upon weekly or monthly service activity
- Act as local point of contact between DHL operational sites, carriers, suppliers on behalf of Life Science customers
- Monitor deliveries and advise all necessary stakeholders of delivery issues and expected resolution
- Work with all necessary stakeholders to identify the root cause of issues with resolutions and preventative actions
- Identify potential service risks, proactively seek to mitigate the impact to customers and for our business
- Responsible for identifying the issue, actioning the resolution and communicating actions to all concerned
- Support Customer Services team to achieve key targets, cover absense and provide information required by colleagues
- Generating regular reports for customers on a day to day basis and required or scheduled
- Carry out adhoc administrative tasks as required
- Carry out any other work request from your Line Manager

**WHAT DO WE NEED FROM YOU?**

**Requirements**:

- Customer Service experience - essential
- Work experience within logístical services - desirable
- Microsoft word/Excel at intermediate level - essential
- Good communication skills (verbal & written) - essential

**OUR APPROACH TO DIVERSITY & INCLUSION**

**BE AN ESSENTIAL PART OF EVERYDAY LIFE**

DHL is the global leader in Supply Chain management and we keep the world moving. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more, so they can deliver to their customers.

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