Customer Service Administrator

£21,000 yearly
  • Yusen Logistics
  • Cheaney Drive, Northampton NN4 5FB, UK
  • 05 Feb, 2021
Full time Administration and Secretarial

Job Description

The Company
Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

We are looking for a Customer Service Administrator in our GP3 office.

The position holder will provide an effective and efficient service to our customers through completion of customer bookings, resolution of queries and other tasks required to meet customer requirements.

The position will offer a salary of up to £21K and an opportunity to work remotely up to 3 days per week.

Key responsibilities:
1. Order Processing
a. Respond in a timely and professional manner to both email and telephone, for customer sales order booking requests, deliveries and collections.
b. Ensure that all requests are entered accurately into the customer and transport system to meet customer expectations for orders and deliveries.
c. Establish and maintain good customer relationships, acting as the key customer contact for booking order requests and processing deliveries, collections.

2. Customer Service & Problem Solving
a. Investigate customer queries in relation to orders, deliveries or collections undertaking appropriate root cause analysis and a problem-solving approach to identify and resolve issues.
b. Escalating potential contentious or disputed issues to the Line Manager /stakeholder at the earliest opportunity.
c. Raising any perceived or actual problems with line manager at the earliest opportunity to effect timely resolution.

3. Data Integrity
a. To ensure all customer records and spreadsheets are updated and shared in accordance with departmental procedures

4. Teamwork
a. To share best practice with all members of the Customer Service team to ensure where possible all procedures are operated consistently.
b. Subject to training, support other members of the team as necessary to ensure that all customers receive the same level of service.
c. Build and sustain a good working relationship with all stakeholders, ensuring a professional standard of communication in a timely manner, building trust confidence.

5. Continuous Improvement
a. Using problem solving and continuous improvement techniques, constantly look for procedural improvement that will drive efficiency or customer satisfaction.

Key responsibilities:
• Experience in a fast paced, demanding customer service environment
• Excellent Customer Service Skills
• Good, strong communication skills and telephone manner
• Highly organised
• Ability to work under pressure and meet the deadlines
• Excellent attention to detail
• Good IT skills – MS Office and Excel.
• Ability to work on own initiative as well as part of a team.
• Ability to build relationships at all levels of the organisation as well as clients

Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential.