Join our quality Customer Service team

Location: Pall-Ex Group Head Office, Coalville

Reporting to: Customer Service Manager

Working hours: Full Time (40 Hours) + Working the occasional Saturday where required as additional hours

Key Partners

• Member Support
• Operations
• Warehouse
• Depots/Members
• Management Team
• Key Account Managers
• Business Development Manager

Key Activities

• Customer Service Enquires/Queries
• Monitoring & Reporting
• Customer engagement

Core Value

• Provide a first-class Customer Service experience
• Supporting people to work at their very best.
• Help create an engaged workforce.
• Finding solutions in a productive way.
• Providing expert advice and guidance
• Delivering projects on time to improve KPIs.

Key Customers

• Members
• Corporate customers
• Operations
• All employees

Key Resources

• Nexus system
• Policies & Procedures
• Rule Book – Member Service Agreement

Customer Relationships, Service & Delivery

• Timely, professional, and accurate response
• Deliver on promises
• Regular communication and updates to all customers

Company Values

• Honesty
• Transparency
• Mutually Beneficial Relationships
• Sustainability
• Commitment
• Innovation

Strengths, Skills and Competencies

• Excellent Customer facing skills
• Exceptional interpersonal skills
• Highly organised, strong, and influential communicator
• Regular Knowledge of UK logistics
• Natural ability and desire to problem

Key Deliverables and how you capture value

• Feedback from customers
• Reduction in customer related issues
• KPI outcomes

Role Specific Responsibilities

• Managing the daily SDM report of all AM/Timed and premium consignments with a possible extension to Economy freight
• Checking the held over report and carrying out corrective action.
• Monitoring new/ghost scans
• Processing the previous day ‘failure’ report
• First point of contact for all incoming queries via phone call and E-mail
• Email address created to direct all first contact E-mails into which will be monitored by the Reactive Sector.
• Recording and inputting information into the service failure log
• Generate bespoke customer KPI reports in line with customer expectations for all Corporate Accounts.
• Daily, weekly, monthly, quarterly, and annual reports for Customers
• Damage Report
• Processing all customer returns
• Monitoring and actioning all RCR’s
• Customer Manifesting

If you are interested in the role please can you send your CV and cover letter to Samantha White [email protected] and HR ([email protected] )

STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved suppliers