The Customer Service department is the beating heart of the business. The team are responsible for processing customer sales orders and dealing with any operational issues. The team is split into sales & deliveries functions.

Primary Responsibilities (Deliveries)

• Answering a high volume of calls
• Managing incoming emails, categorising each message and action according to its daily deadline
• Take phone calls from our 3rd Party Logistics partners, customers and internal departments
• Manage order/delivery discrepancies, advising customers accordingly and ensuring replacement stock is sent as requested
• Dealing with any complaints and queries received
• Produce weekly and monthly reports as required
• Undertake special projects to improve the processes and the efficiency of the department as a whole.

Specialised Responsibilities (Deliveries)

• Sending orders across to our 3rd Party Logistics provider for processing and dealing with any issues
• Investigate any orders that haven't automatically been invoiced
• Run the stock reconciliation to ensure systems are aligned
• Arrange any special deliveries such as same day, booking in, reworks and other non-standard delivery requirements
• Managing ongoing updates of customer delivery instructions and time windows
• Resolving discrepancies on orders with shortages or problems identified by our logistics provider before dispatch and on delivery.
• Dealing with returns from logistics provider and receipting stock
• Raising credits
• Stock transfers from warehouses
• Journalling stock
• Entering recharges onto monthly sheet

Knowledge, Skills & Behaviours

• Confident in speaking with customers, sales teams and our logistics partner to resolve any issues in way of email or a phone call.
• Care about the customer and giving them great customer service
• High levels of both accuracy and attention to detail
• Good communicator both verbal and written - excellent telephone manner
• Works well under pressure
• Numerate
• Team player who works well with others; both in their team and the wider company
• Able to manage their own workload and prioritise appropriately
• Problem solver
• Able to influence others and negotiate a solution
• Customer centric and strives to do their best for our customers
• Self-starter, able to use own initiative
• Embraces and demonstrates Company Values
• Take some responsibility for own development by highlighting any training or support needs

Experience & Qualifications

• Previous experience in customer service or customer care role preferably office based
• Computer literate must be proficient with Microsoft Outlook, Excel and Navision ideally Bevica.
• Experience of working with 3rd party logistics providers
• Highly numerate.

• Competitive Salary
• Professional development
• Bonus Structure and Company Profit Share Scheme
• Pension scheme
• 25 Days Annual Leave per annum with the ability to purchase up to 5 days

Connect2Employment is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Employment is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.