Customer Support

The role will report to the Logistics & Customer Care Manager, supporting a multitude of teams within the organisation, with direct interactions with the warehouse team, Customer Care Team.

The Logistics - Customer Support Executive will also be responsible for arranging the movement of goods from the designated warehouses to our customers (outbound dispatches of material), working closely with the warehouse team. The Logistics - Customer Support Executive will also have the responsibility to ensure all costs are correctly entered into our ERP platform. #

Main Responsibilities

• Management of customer orders from receipt to delivery.

• Maintain customer delivery instructions and routinely check their accuracy.

• Deal with general enquiries and added value opportunities.

• Support the business in the expectation of our 'On Time In Full’ delivery needs.

• Work with the relevant freight provider to ensure key KPI’s are met.

• Control transport costs and highlight areas for improvement in process.

• Arrange transportation of goods from an agreed collection point to our customer delivery locations

• Provide a proactive and consistent level of delivery updates and progress on orders.

• Ensure cost of transport for each specific delivery are entered into our system to ensure costs attributed to each sale and delivery made.

• Liaise with our customer’s warehouse to obtain delivery bookings as per the customer’s special instructions.

• In the event of a damage or delivery issue, communicate all information to the relevant department to raise a Non-Conformance.

• Invoice delivery notes upon confirmation that the goods have been dispatched from the designated warehouse.

• Manage the orders in delivery preparation stage, using the relevant dashboards available.

• Regularly review the Logistics Outbound dashboards to ensure that all orders are received and processed to meet customer demands.

• Alongside the dashboards, run the daily preparation plans for new orders to be processed.

• Obtain Proof of Deliveries (POD’s) and certificates of shipment as required from the freight providers or shipping line. • Arrange the return of goods from customers..

• Work to procedures outlined for your specific job role, but also look for opportunities for improvement and efficiency within those processes.

• Carry out any other duties or responsibilities as identified by the Logistics & Customer Care Manager.

Person Specification Essential Desirable Knowledge • Awareness of cross-functionality within an organisation • IT Literate - Experience with SAGE and Lotus Notes an advantage • Initiative and problem-solving abilities • Previous experience within Logistics and exports Skills • Organisation skills • Accuracy and attention to detail • Effective communication skills • Ability to work under pressure and be self sufficient • Excel • SAGE ERP platform