Service Desk Logistics Administrator

6 months ago

Biggleswade, United Kingdom Kramp GmbH Full time

**Service Desk Administrator - Part time**

22.5 hours per week over 3 days

9.30am to 6.00pm

**The key accountabilities include**:
**Complaints Handling**
- React according to set standards in relation to customer complaints
- Resolve and handle complaints according to Service Desk Logistics KPI’s
- Work on A, B and C customer standards
- Arrange POD’s to be sent when required
- Work with Logistics to check stock for the correct products and transfer technical questions to the right colleagues
- Liaise with the carrier to resolve delivery complaints
- Log cases with the carrier to improve service
- Arrange carrier claims
- Monitor and create returns documentation when required

**Customer Calls**
- Gain further information if required to resolve a complaint
- Advise customer of any back order regarding complaint cases
- Advise customers in regard to POD queries
- Be able to respond to customer in a proactive way, understanding their sitatuion and being mindful of their perspective
- Complete customer resolution calls after each resolved complaint

**Working with customers, other disciplines and departments within the Kramp Group**
- Build sustainable relationships of trust through open and interactive communication
- Go the extra mile to resolve complaints
- Continually set a high standard of service and build relations with customer based on trust
- Participate in quality meetings with Logistics & Internal Sales

**Build value focused relationships with customers**
- Ensure and increase customer satisfaction and create opportunities for Kramp

**Ensure a fast and efficient way of working**
- Working in line with procedures, commercial processes and guidelines
- Looking at ways to improve efficiency and increase service levels through constantly reviewing current procedures and proccesses
- Awareness of your surroundings and phone cover
- The ability to make some commercial decisions whilst taking into consideration value, cost and impact to the customer and Kramp
- The ability to recognize and create opportunities and to act accordingly than waiting passively for it to happen
- Working in line with procedures, logistics and commercial processes and guidelines
- Awareness of your surroundings

**The attitudes / behaviours you will show are**:

- Relevant experience, minimum 2 years in outbound and inbound calls and or complaints handling
- Product knowledge is desirable
- Good knowledge of MS Office as well as CRM and affinity with other software programs
- Time management skills
- Outstanding communication skills, written and spoken
- Solution-oriented, efficient and ability to work independently
- Willingness to take responsibility
- Resilient and self-motivated
- Can do and flexible attitude/going the extra mile
- Team work
- Flexibility in working hours and willingness to do overtime when there is a business need

**Benefits**:

- Large staff Canteen, kitchen and changing facilities
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free on-site parking
- Health & wellbeing program
- Life insurance
- Private dental insurance
- Private medical insurance with access to GP appointments 24/7
- Profit sharing
- Referral program
- No weekend work
- Site closed on all bank holidays
- Free electric car charging on site for hybrid and EV vehicles
- Access to free personal development courses

**About us**

Working at Kramp means working with over 3500 international colleagues. The people at Kramp are enthusiastic, professional and involved. We speak our customers’ language, understand their challenges and earn their trust to exceed their expectations. Our promise “It’s that easy” is embedded in our culture and DNA.

Working at Kramp means:
**you belong here Being part of our open business community**
** your work makes a difference Have an impact on what matters**

**you will develop and realize Learn and realize your potential**

**Do you want to join us?**

Biggleswade (UK)

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