Customer Service Operations Support

Our Tamworth based client is looking for a Customer Service Operations Support to join their team.

You'll be responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. Ensuring the smooth coordination of internal processes, reporting, outbound logistics, and cross-functional communication.

As a Customer Operations Support, you will need to have/be:

Personable and professional, with a strong focus on efficiency and accuracy. You should demonstrate initiative, adaptability, and the ability to prioritise effectively.
A keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously.
Able to collaborate effectively in a team while also managing your own workload and time efficiently.
A proactive approach to resolving challenges and exceeding customer expectations.
Able to work under pressure and adapt easily to change.
Knowledge of Word, Outlook and Excel is required.
Previous experience of customer service/administration would be preferred.

Details:

Salary: £26, 000 - £28, 000
Working Hours: Full Time, Monday - Friday
Location: Tamworth (on site)
Duration: Permanent

Role of Customer Service Operations Support:

Provide comprehensive administrative support, working cross-functionally with internal departments to ensure efficient day-to-day operations
Manage daily delivery reports, liaising with carriers, Customer Service, and warehouse teams to resolve delivery issues in a timely manner
Coordinate with external carriers to track deliveries, obtain Proof of Delivery (POD), and manage claims relating to failed deliveries
Review and reconcile carrier invoices against claims, ensuring accuracy and cost control
Analyse carrier performance data, identifying trends and root causes of delivery issues, and produce reports for the senior team
Work closely with the warehouse to amend and update customer orders, ensuring accurate and timely dispatch
Investigate delivery incidents, collate findings, and present insights and recommendations to stakeholders
Monitor stock levels for marketing materials, manage back orders, and raise works orders where required
Coordinate and schedule deliveries for key customers, ensuring high service standards are maintained
Liaise with returns, quality, and customer service teams to arrange collections and improve carrier performance through data-led insights
Manage quality enquiries and returns, identifying recurring issues and supporting continuous improvement initiatives
Attend and contribute to monthly Quality meetings, sharing findings and key updates with relevant teams
Prepare and process customs clearance documentation for Irish deliveries and returns, ensuring compliance with regulations
Manage sample requests, marketing orders, replacement orders, and internal orders across group companies
Maintain accurate documentation by scanning and uploading records to the internal archive system
Provide ongoing support for house accounts and assist with ad hoc administrative tasks as required

Benefits of working as a Customer Service Operations Support:

23 days annual leave + bank holidays
Option to purchase up to 5 extra days annual leave
Health Cashback Plan
Pension Scheme
Life Assurance
Free Parking

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Customer Service Operations Support