Customer Service Advisor

6 months ago

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
- On-site gym
- On-site 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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