Customer Success Advisor

**About us**:
Tu Pack provides third-party logistics to retail and homeware brands. We provide storage, picking and packaging, warehousing management, distribution and inventory services to our clients. This enables our clients to have access to top-class fulfilment services whereby they can deliver an efficient e-commerce service to their customers. As a purpose-led business, our mission drives every aspect of our business and distinguishes us from other fulfilment companies.

**Our mission**:
Our mission is to enable retail brands to maintain their **identity **without having to compromise on issues of **sustainability, service level **and **price.**

**Our Values**:
Our aim is to change the order fulfilment landscape by creating a **caring**, **understanding **and

**transparent **partner from customer order to doorstep delivery. **Our culture is our identity** and **our team embodies **and **transmits **our culture throughout everything we do.

**Compassion**:a caring and considerate approach to customers & the environment.
**Entrepreneurialism**:think like our clients so we’re flexible, determined and solution driven.
**Professionalism**:a reliability and dedication that gives our clients confidence and peace of mind.

**Core Competences**:our core competences are the key activities that we must undertake to be successful and to fulfil our mission.

Come and join the Pack Team We have some great new opportunities as a result of our continuous and exciting expansion. At our Coventry warehouse, we're searching for a permanent Customer Success Advisor. Join today to take advantage of our attractive company benefits.

**Role Purpose**:
Reporting into the Customer Success Manager, you will be responsible for diligently and effectively resolving support tickets raised by clients and ensuring that the department is meeting KPIs and optimising the use of the CRM system.

As a Customer Success Adviser you are the face of the company, namely the point of contact for our brands. Therefore, your overall objective is to make our brands happy by going above and beyond wherever necessary.

**Targets**:

- Ensure the customer service department’s KPIs are met such as prompt and effective responses and client satisfaction.
- Ensure first ticket responses are answered within 1 hour during the off-peak period and 3 hours during peak period.
- Ensure that 98% of your answered tickets have a positive client satisfaction rating.

**Duties**:

- Meet & drive KPI targets.
- Effectively resolve any client support tickets.
- Keep record of all communications and updates on the CRM system.
- Improve the communication system between customer service and the warehouse team.
- Ensure that the inbound log is constantly checked and ensure that clients are being communicated when they incur a penalty and have their items placed into quarantine.
- Work and liaise with warehouse and finance departments to deliver an optimum service to clients.
- Ensure that clients are following CRM systems and processes and continuously seek ways to improve efficacy and speed of support provided to your clients.
- Ensure miscellaneous tickets are answered and communicated to the clients where necessary.
- Fill in the process update form if a client updates their packing process.
- Direct clients to submit tickets through the CRM portal.
- Assimilate the project management tool (Trello) to manage clients’ Work Orders.
- Ensure that the Investigation Log is up-to-date, investigate errors and ensure that support-related error reports are completed.

**Essential key skills and experience**:

- 1+ years of Administrative experience, ideally within a 3PL environment.
- 1+ years experience working within a Customer facing role.
- Confident and professional communicator, both verbally and written.
- Personable with ability to build rapport quickly.
- Systems driven.
- Solutions-focused and customer-centric with a collaborative mindset.
- Diligent with great attention to detail and adherence to deadlines and procedures.
- Experience of working within a fast pace, results-driven environment.
- Experience of using CRM systems.
- Excellent computer skills.
- Strong organisational skills and ability to multitask and prioritise to achieve KPIs.

**Qualifications
- desirable but not essential**:

- An interest in high-end retail is preferred but not essential.
- Experience of creating written processes would be an advantage.
- An understanding of Warehouse Management Systems (WMS) would be helpful - however training will be provided.

**Other Attributes**:

- Process driven.
- Smart Appearance.
- Excellent time management.
- Hardworking and proactive.
- Natural relationship builder with integrity, reliability and maturity.
- Self-motivated.
- Team player.

**_Tu Pack is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran o