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Client Service Operations Representative

3 months ago

Derby, Derby, United Kingdom Bertelsmann SE & Co. KGaA Full time

Position: Customer Experience Liaison

This position is crucial in offering vital assistance to key account managers and our operational team in providing exceptional service to our clientele. As a Customer Experience Liaison, you will serve as the primary contact for both internal and external inquiries related to customer satisfaction. Your duties will encompass investigating and resolving issues related to stock, inventory, and transportation, as well as engaging with clients to ensure their contentment.

Your Responsibilities

  • Serve as the initial point of contact for all customer-related inquiries
  • Assist Key Account Management with client performance inquiries
  • Investigate and resolve issues through collaboration with internal stakeholders
  • Engage with clients to address inquiries within designated timelines
  • Coordinate with various departments to fulfill customer requirements
  • Support the operational team with process knowledge and customer specifications
  • Analyze daily reports and take appropriate actions
  • Utilize SAP system for data extraction and reporting purposes
  • Efficiently manage communication tools
  • Order necessary consumables for clients as required
  • Regularly assess client and carrier performance
  • Document service failures and manage loss or damage claims

Your Profile

We seek a customer-oriented individual with strong problem-solving capabilities and effective communication skills. Additional required skills and attributes include:

  • Excellent organizational and prioritization skills
  • Analytical abilities with the capacity to present information clearly
  • Proficiency in Microsoft Office, SAP WMS, and Power BI
  • Exceptional stakeholder management
  • Accurate data entry skills

What We Offer

  • Generous annual leave benefits
  • Contributory pension plan
  • Life insurance coverage
  • Employee Assistance Programme for confidential support
  • Employee Discount Scheme