Customer Service Delivery Representative
4 weeks ago
Job Summary:
The Customer Service Delivery Representative will provide back-office support for key account managers and the operations team in delivering the operational service to clients. This role involves liaising with internal customers to investigate and resolve queries related to stock, inventory, or transport.
Key Responsibilities:
- Act as the first point of contact for internal and external matters related to the end customer experience.
- Support key account management with queries related to client performance.
- Investigate and resolve queries by liaising with internal customers.
- Liaise with clients and respond to queries within client SLAs, including liaison with other Arvato departments to resolve customer queries.
- Liaise with end customers on booking slots and delivery dates.
- Liaise with other Arvato departments to progress ad hoc operational and transport requirements.
- Support the operational team with overall process knowledge and customer requirements.
- Run and analyze daily reports, and then action any required investigations.
- Use the SAP system to extract data and support investigations and other reporting as and when required.
- Manage communication tools, email folders, web portals, and ticketing systems to ensure response efficiency.
- Place orders for consumables for clients as and when required.
- Analyze nominated client and carrier performance using the relevant system daily and ensure any non-conformities are identified and corrected.
- Identify and report any service failures using the relevant system and record through agreed communication.
- Ensure that all claims for loss or damage are administered using the relevant system in line with the published process. Maintain required Transport documentation and files to ensure accurate revenue capture.
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