Customer Service Clerk

**Company Description**

**Great Bear** is a leading 3rd party UK logistics business providing nationwide dedicated and shared user warehousing and distribution solutions for international blue chip clients.
We operate in excess of 9 million sq. ft. of warehousing and operate a large modern commercial vehicle fleet, coupled with an extensive added value service offering.

We are currently recruiting for a **Customer Service Clerk** to join our **Dagenham** site.

**Shift**: Any 5 in 7 Days

**Reporting to**: Inventory First Line Manager

As a **Customer Service Clerk**, you will act as first point of contact for the customer and account manager, regarding the processing of orders from receipt to successful delivery, including:

- Providing information, reports (KPI and other) and general administrative support within Customer Service team to ensure all customer requirements are met
- Supply required information to Account Manager/Customer regarding delivery performance including root causes
- Organise returns and rebooks where relevant, processing stock discrepancies and customer claims regarding shortages, damages, refusals and other as required

**Main Responsibilities and Objectives**:

- To act as a point of contact with the customer regarding any queries prior to collection or after the day of delivery, escalating issues to Inventory FLM if necessary
- Ensure all customer orders are accurately created on ESL in-house system for delivery as per customer’s requirements, utilising EDI data import where required
- Liaise with Planning Teams to ensure consignments are collected and delivered to specific customer requirements
- Complete reports (KPI or other) as per your customer or the business requirements, liaising with Account Manager and Inventory FLM
- To liaise with the Operational and Planning departments regarding extra or short notice requirements, and any additional costs if applicable
- Actively monitor customer delivery compliance and investigate late and failed deliveries through to satisfactory conclusion, reporting as required.
- Complete daily/weekly/monthly KPI reports as required (including Daily Performance, Non Conformance, OTIF, FTA and Volume reports) within specified deadlines
- Investigate late/failed deliveries to provide Root Cause information to customer and Account Manager
- Ensure accuracy of information reported at all times
- Update required logs/spread sheets daily or as required
- Proactively manage performance, contacting ES Planning departments for late planned loads to improve DOT - escalate for resolution if applicable

**Other Administrative Duties**
- Run and clear unrated reports, ensuring all consignments are rated accurately and within agreed timescales
- Complete all required checks including order capture, end of day and unrated reports
- Organise return/redelivery movements with customer
- Support Inventory and Operational teams as required, including covering for other members of Customer Service team where required

**Statutory Duties**
- Co-operate with your employer to enable any legal obligations to be complied with
- Do not recklessly interfere with anything provided by the employer or others in the interests of health, safety or welfare.
- Bring to the attention of the Divisional General Manager any perceived short comings in health and safety arrangements, situations or processes that you consider to be serious or which may present danger to you or others.
- Do not undertake or request others to undertake any works for which you/they do not hold the required competency or authority to undertake.

**Qualifications**

**Technical Skills**:

- Good knowledge of Microsoft systems; Excel and Outlook in particular
- Strong communication skills
- Ability to create and provide reports on customer and stock movements

**Additional Information**

**In return for your passion, hard work and determination we offer**
- Competitive salary and holidays
- Life Assurance
- Pension scheme
- Access to our benefits platform: discounts on high street retailers, utilities, holidays and cinema tickets
- Training and development with career progression opportunities and MANY MORE

When our staff have passion for what they do they work with more care and attention which is reflected to our clients, **Click APPLY NOW to #JoinOurWinningTeam and begin your career today