Client Relations and Logistics Supervisor
4 weeks ago
Position Overview: The Client Relations and Logistics Supervisor plays a crucial role within the organization, ensuring optimal customer satisfaction by meeting Service Level Agreements (SLAs).
Reporting Structure: This role reports directly to the Key Account Manager and is responsible for overseeing all aspects of customer and operational account management, including the management of carrier delivery performance.
Key Responsibilities:
- Act as the primary liaison to understand customer needs while fostering and nurturing the relationship between the client and Arvato SCM UK Ltd.
- Oversee daily operational performance and ensure KPI targets are met, addressing any inquiries within the established SLA timelines.
- Lead and support the organization of customer meetings and performance reviews, providing insights on all service-related issues.
- Collaborate with various departments or subcontractors to resolve customer inquiries effectively.
- Assist the Operations team by sharing comprehensive process knowledge and customer requirements for business-as-usual and continuous improvement initiatives.
- Conduct root cause analysis for customer inquiries and coordinate with relevant teams for resolution.
- Perform trend analysis on customer data to identify potential future challenges based on SLA expectations and forecasts.
- Serve as the escalation point for monthly and quarterly stock reconciliations, managing the preparation and execution of inventories and stocktakes.
- Compile detailed reports on outbound order management, aligning open orders with capacity information, and providing updates to clients as necessary.
- Manage operational and transport performance for product launch events.
- Analyze scheduled cycle count data and implement follow-up actions in accordance with customer requirements and agreed processes.
- Prepare monthly customer statements and invoicing documentation, ensuring operational data supports the invoicing process.
- Deliver training to all personnel working with the designated client, ensuring that work instructions and Standard Operating Procedures (SOPs) are accurate and updated as processes evolve.
Candidate Profile: This role is ideal for individuals with a background in customer service, particularly those who have experience collaborating with operations, logistics, and IT to address customer inquiries. Proficiency in IT skills, including Microsoft Office applications, is essential (knowledge of JIRA is advantageous but not mandatory).
Benefits:
- Pension contribution
- 25 days of annual leave with the option to purchase an additional 5 days per year
- Life assurance policy providing 4 times the salary
- Employee Assistance Programme offering confidential support and advice
- Employee Discount Scheme through Treats
- Complimentary car parking
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