Customer Service Advisor

2 weeks ago


Launceston, United Kingdom Pallex Full time

**The role will be to provide efficient administration support to the Transport Operation, ensuring all key performance indicators are achieved, whilst meeting customer expectations and resolution of queries and complaints.**

**Location**: Launceston, PL15 7ED
**Working hours**: 45 per week Variable (Monday to Friday)

**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
- Depots
- Corporate customers
- Operations

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

**Customer Relationships, Service and Delivery**
- Timely, professional and accurate response
- Deliver on promises
- Regular communication and updates
- Meeting deadlines

**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
- Regular Knowledge of UK logistics
- 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 SDM report 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 for all Corporate Accounts.
- Daily, weekly, monthly, quarterly, and annual reports for Customers
- Damage Report
- Processing all customer returns
- Monitoring and actioning all RCR’s
- Customer Manifesting

**STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.



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