Assistant Customer Service & Administration Manager

Yusen Logistics Group; Wellingborough; On-site; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Health cover

Eye test

25 days holiday

Volunteer leave

Unpaid leave

Remote working option (up to 10 days)

Critical illness cover

Wellbeing app

GP access

Job summary

Yusen Logistics is seeking an Assistant Customer Service & Administration Manager to support our Wellingborough site. You will help manage daily customer service and administration activities, ensuring high service levels, accuracy, and procedural compliance.

The role requires strong stakeholder management, communication, and leadership to develop the team and maintain excellent client relations while meeting deadlines and safety standards.

Qualifications

• GCSE or equivalent education required.
• Experience leading a customer service/admin team in logistics, manufacturing or retail (supervisor level+).
• Knowledge of logistics software or transport management systems is advantageous.
• Excellent stakeholder management and communication skills.
• Highly organised and able to work under pressure to meet deadlines.
• Strong attention to detail and ability to train and coach staff.

Responsibilities

• Support the Customer & Administration Manager in day-to-day operations and SLA delivery.
• Respond to customer inquiries professionally and promptly.
• Assist in providing data for reports and statistics.
• Maintain compliance with procedures and health and safety.
• Develop relationships with internal and external stakeholders.

Skills

Customer focus

Stakeholder management

Communication

Team leadership

Organisational skills

Education

GCSE or equivalent

Tools

Logistics software

Transport management systems

MS Office & Excel

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 highly dedicated Assistant Customer Service & Administration Manager to be based at our Wellingborough site.

The position holder will effectively support the Customer & Administration Manager in the effective day to day management of the customer service and administration functions, ensuring the delivery of exceptional customer service, procedural compliance, and achievement of operational service level agreements.

The Benefits

• Salary of £37,500 - £40,000 per annum (DOE)
• Individual health cover
• Free Eye Test *
• 25 days’ holiday (excluding bank holidays) and 5 days of Volunteer Leave per year
• Opportunity for Unpaid Leave
• Up to 10 days international remote working*
• Critical Illness Cover
• MyStrength Wellbeing App
• Free online Fitness Platform, i.e. Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
• On-Site Mental Health First Aiders
• Employee benefits, i.e. Free eye test*, up to 25% off gym membership, high street vouchers
• Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service, Karo Health, Health Cash Plan
• Tailored development and career opportunities

Key requirements:

• Customer Focus
• Support and maintain good customer relationships with internal and external stakeholders, to ensure the contract is effectively managed within SLAs.
• Ensure all customer enquiries and queries are professionally responded to in a timely manner, communicating potential issues to the CS & Admin Manager at the earliest opportunity.
• Support the provision of data for statistical analysis reports as required.
• Compliance
• Ensure all standard company and customer procedures are adhered to reviewing and identifying opportunities to improve efficiency and accuracy and implementing change as appropriate.
• Monitor costs in line with budgetary expectations.
• Teamwork/ Creating Better Connections
• Manage and monitor levels of performance through delegation and objective setting, ensuring appropriate training and mentoring is provided.
• Develop and maintain current working relationships with all stakeholders, ensuring a professional standard of communication in a timely manner, building trust & confidence.
• Ensuring all company procedures are adhered to in a fair and consistent manner including absence, performance, standards of behaviour, PDR processes. Supporting investigations and disciplinary processes as required.
• Develop a good understanding of associated internal departments ensuring high levels of collaborative working and support as necessary.
• Health and Safety
• Ensure all health and safety procedures are adhered to, including PPE, escalating any concerns to Site Management at the earliest opportunity.
• Continuous Improvement
• Ensure remedial actions taken to address customer queries are appropriately feedback to the team.
• Using problem solving and continuous improvement techniques, constantly look for procedural improvements that will drive efficiency or customer satisfaction.
• Develop an environment within the team of continuous improvement and engagement.

Key requirements:

• Good level of education up to GCSE or equivalent experience required
• Demonstrable experience of managing a comparable Customer Service / Admin team within a fast-paced logistics, manufacturing or retail environment (from Supervisor level up).
• Knowledge of logistics software or transport management systems (advantageous).
• Excellent stakeholder management skills (internal & external).
• Excellent communication skills (written and verbal).
• Highly organised with the ability to work under pressure and meet the deadlines.
• Excellent attention to detail.
• Good IT skills – MS office and Excel.
• Ability to build effective working relationships at all levels of the organisation as well as clients.
• Strong continuous improvement mindset (knowledge/experience of using Kaizen principles or similar highly advantageous).
• Proven strong people focus with an emphasis on training, coaching, development and engagement.

We thank all applicants for their interest, however, only those under consideration will be contacted.

Please note, applicants must have the legal right to work in the UK, as we are unable to offer visa sponsorship for this position.

In Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process, but we encourage the candidates to use them to enhance their application and not replace their own effort and authenticity. Therefore, candidates should not rely on AI-generated responses during the interview process.

Yusen Logistics is an equal opportunities employer. We welcome applications from all suitably qualified candidates and make our recruitment decisions based solely on skills, experience, and potential. Diversity enables us to create an inclusive environment where everyone can thrive and grow. Yusen Logistics are proud to be a ‘Disability Confident Committed’ employer.