Customer Service Delivery Representative

Role:Customer Service Delivery Representative
Location: Hybrid working with the base location of East Midlands

The role is instrumental in providing back-office support for the key account managers and our operations team in delivering the operational service to our clients. In this role, you will liaise with internal customers to investigate and resolve queries for any stock/ inventory or transport queries.

Your tasks

• The first point of contact for all internal and external matters relating to the end customer experience
• Support Key Account Management with queries relating to client performance.
• Investigate and resolve queries by liaising with our internal customers
• Liaise with clients and respond to queries by client SLAs including liaison with other Arvato departments to resolve customer queries.
• Liaise with the end customers on booking slots and delivery dates.
• Liaise with other Arvato departments to progress any ad hoc operational and transport requirements.
• Support the operational team with overall process knowledge and customer requirements
• Run and analyse daily reports, and then action any required investigations.
• Use the SAP system to extract data and support investigations and other reporting as and when required.
• Manage communication tools i.e., email folders, web portals, and ticketing systems to ensure response efficiency.
• Place orders for consumables for clients as and when required.
• Analyse nominated client and carrier performance using the relevant system daily and ensure any non-conformities are identified and corrected.
• Identify and report any service failures using the relevant system and record through agreed communication
• Ensure that all claims for loss or damage are administered using the relevant system in line with the published process. Maintain required Transport documentation and files to ensure accurate revenue capture.

Your profile

You’ll be customer-focused with a proactive approach to problem-solving as well as:
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
• Data entry skills with attention to detail

What we offer

• 22 days annual leave with 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 Treats