Customer Service Delivery Specialist

We're on it
Arvato offers you one of the most dynamic work environments you can imagine. We are growing, innovating and we solve the challenges of our clients around the world every day. How do we do it? With our global team of 17,000 colleagues at 87 locations in over 17 countries and our special spirit: We're on it As a strategic growth partner for our clients, we use cloud-based e-commerce and IT platforms as well as state-of-the-art automation technology to realize complex, global supply chain solutions.

Salary: £34,068.06
Location: Corby
Hours: 40 hours per week, Monday to Friday 08:30 – 17:00
The role is instrumental in supporting the key account managers and our operations team in delivering the operational service to our clients. You'll be the first point of contact for our clients, operations, and transport teams. Daily you will create reports for the clients which will include stock levels and shipment status which allows the clients to deliver exceptional service to customers.

Your tasks

• Managing daily operational performance and KPI achievement
• Manage inbound deliveries, outbound deliveries, returns, and the transfer of related information back to customers and resolve any related issues.
• Lead and/or support internal and external weekly sync meetings and drive completion of relevant actions
• Participate in monthly and quarterly client meetings, providing insight for all service-related matters.
• Investigate and resolve any customer queries in line with their SLA
• Manage operational and transport performance for launch events
• Analyse information for weekly KPI reports and provide written investigation results and corrective action
• Analyse scheduled cycle count data and follow up actions in line with customer requirements and agreed process
• Maintain client-relevant performance reports including open orders, returns, and backlogs.
• Support the preparation and compilation of data for monthly customer statements/invoicing (service statements, transport cost statements, Intrastat, transport overviews)
• Provide operational data to support monthly invoicing processing
• Identify and record VAS tasks performed and ensure costs are captured
• Analyse client forecasting and highlight potential issues i.e. capacities or consumable volumes
• To ensure that all claims for loss or damage are administered in line with the published process.
• Complete daily/weekly carrier-related reporting. Investigate any problems and lead improvement opportunities.

Your profile
You'll be customer-focused with a proactive approach to problem-solving as well as:

• Confident when dealing with complex multi-department situations.
• Able to communicate effectively through both oral and written methods
• Highly organised with the ability to prioritise workload and deal with conflicting priorities.
• Analytical skills with the ability to translate the information into an easy-reading format.
• Good PC skills, including, Microsoft packages, and has worked with SAP WMS and Power BI
• Excellent stakeholder management

What we offer

• 25 days annual leave plus 8 bank holidayswith the option to purchase up to an additional 5 days
• Pension contribution
• A life assurance policy that pays out 4 x Salary
• Employee Assistance Programme that provides you with confidential support, information, and advice to help you
• Employee Discount Scheme through Benefit Hub
• Free Parking

Arvato is a trusted business outsourcing partner to the private and public sectors.

We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

We combine our expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, and public sector and citizen services to deliver innovative, individual solutions that help our clients to achieve their objectives. In the UK and Ireland, we employ over 4,000 people across more than ten locations. Internationally, arvato employs more than 66,400 people in over 270 subsidiaries across almost 40 countries worldwide. Our parent group Bertelsmann is the world's most international media company with revenues of €16.4bn.

Company:
Arvato SCM UK Limited
| Job ID:
283587