Customer Service Advisor

1 month ago


Basildon, United Kingdom Pall-Ex Logistics Full time

**Reporting to**: Customer Care Manager

**Working hours**: Full Time (45 Hours)

**Key Partners**
- Member Support
- Operations
- Warehouse
- Depots/Members
- Management Team
- Key Account Managers
- Business Development Manager

**Key Activities**
- Customer Service Enquires/Queries
- Monitoring & Reporting
- Customer engagement

**Core Value**
- Provide a first-class Customer Service experience
- Supporting people to work at their very best.
- Help create an engaged workforce.
- Finding solutions in a productive way.
- Providing expert advice and guidance
- Delivering projects on time to improve KPIs.

**Key Customers**
- Members
- Customers
- Operations
- All employees

**Key Resources**
- Nexus system
- Policies & Procedures
- Rule Book - Member Service Agreement

**Customer Relationships, Service & Delivery**
- Timely, professional, and accurate response
- Deliver on promises
- Regular communication and updates to all customers

**Company Values**
- Honesty
- Transparency
- Mutually Beneficial Relationships
- Sustainability
- Commitment
- Innovation

**Strengths, Skills and Competencies**
- Excellent Customer facing skills
- Exceptional interpersonal skills
- Highly organised, strong, and influential communicator
- Natural ability and desire to problem

**Key Deliverables and how you capture value**
- Feedback from customers
- Reduction in customer related issues
- KPI outcomes

**Role Specific Responsibilities**
- Managing the daily reports of all AM/Timed and premium consignments with a possible extension to Economy freight
- Checking the held over report and carrying out corrective action.
- Monitoring new/ghost scans
- Processing the previous day ‘failure’ report
- First point of contact for all incoming queries via phone call and E-mail
- Recording and inputting information into the service failure log
- Generate bespoke customer KPI reports in line with customer expectations
- Daily, weekly, monthly, quarterly, and annual reports for Customers
- Damage Report
- Processing all customer returns
- Monitoring and actioning all RCR’s
- Customer Manifesting

**Salary**: From £25,500.00 per year

**Benefits**:

- Company pension
- Financial planning services
- On-site parking
- Referral programme

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Basildon: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person



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