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Customer Service Account Handler

4 months ago

Northampton, United Kingdom Great Bear Full time

**Company Description**

Great Bear is a leading 3rd party logistics business providing a wide range of ambient warehousing services, shared-user and dedicated transport solutions to a wide variety of customers alongside offering a flexible mix of added-value services to simplifysupply chain. We operate over 7 million sq.ft. of warehousing space across 30+ locations in the UK. Our distribution network spans all corners of the country.

Our Northampton site are now recruiting for a Customer Service Account Handler on a 1 Year Fixed term basis.

**Salary**: £23,000 Per annum

Working hours: Monday - Friday 9:00 - 17:00

The main purpose of the Customer Service Account Handler role is to be the single point of contact for the selected customer accounts. To work alongside other internal departments and stakeholders to resolve delivery issues, Claims and POD queries. To maintainand enhance customer relationships, to produce and present service reports and to meet organisational and operational objectives.
- Support the Development and implementation of customer service policies and procedures.
- Monitor and review processes using customer feedback to propose change and support continuous improvements
- Support the mentoring and development of other team members, nurturing an environment where they can excel through encouragement and empowerment - identify and suggest talent for future role to line management
- Be the first point of contact for the customer, handling complex issues in order to maintain a high standard of customer service and client relationships
- Hold regular meetings with internal and external stakeholders to discuss expectations and continuous improvements for them and the team
- Build and maintain strong relationships with internal and external stakeholders
- Oversee the achievement and maintenance of agreed customer service levels and standards for specific customers
- Maintain agreed KPI’s and report on performance and potential improvements
- Propose and support the implementation of business opportunities for growth and service improvements
- Liaise with company management to support and implement growth strategies
- Support on ad-hoc projects as required
- Investigate, report potential cost exposure and resolve customer claims to satisfactory resolution

**Qualifications**
- A creative approach to problem solving and diplomacy with the client
- Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities
- High attention to detail
- Proficient in Microsoft packages (Excel ect.)
- Experience in a similar role
- Ability to work in a fast paced environment
- Capable of working independently or as part of a team
- Able to priorities and organise workload effectively

**Additional Information**

As part of its Drive to make Great Bear a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

- Competitive salary
- Competitive holiday entitlement
- Pension scheme
- Life Assurance
- Retail discounts via our benefit platform