Customer Controller

Culina; Warrington; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Salary Sacrifice Car Scheme

Wellbeing Support

Eye Care Vouchers

Reward & Recognition

Everyday Discounts

Job summary

Culina in Warrington, United Kingdom, is hiring a Customer Controller to be the first point of contact for our customers, supporting deliveries from collection to final destination. This role sits in our Transport Logistics division and requires proactive communication and accuracy in handling orders.

You will work a 4 on 4 off days schedule (6:00–18:00), use ESL in-house systems, liaise with Planning Teams, monitor delivery performance, and report on discrepancies.

Qualifications

• GCSE grade C or above in Maths and English.
• Equivalent of 5 GCSE grade C or above.
• Previous experience within a customer service environment.
• Good geographical or transport knowledge.
• Good numeracy and literacy level to carry out tasks efficiently and accurately.
• Good knowledge of Microsoft systems; Excel and Outlook in particular.

Responsibilities

• Be the first point of contact with customers about deliveries from collection to delivery; escalate issues as required.
• Ensure all customer orders are accurately created on ESL in-house system for delivery as per customer requirements.
• Liaise with Planning Teams and action change requests to ensure consignments are collected and delivered to customer requirements.
• Action Driverline calls.
• Liaise with Forecasting, Planning and AM teams regarding extra or short notice loads, and any additional costs if applicable.
• Proactively monitor customer delivery compliance and investigate late and failed deliveries through to satisfactory conclusion, reporting as required.
• Ensure information being reported is accurate; seek sign off from CS Manager when guidance is required.
• Complete reports such as Customer dashboards and discrepancy reports as per our requirements.

Skills

Customer service

Geographical knowledge

Numeracy

Microsoft Excel

Outlook

Learning systems

Education

GCSEs

Tools

Excel

Outlook

Job description

Job Description

Life in this role

As part of our, Transport Logistics division, we have an exciting opportunity to join the team as a Customer Controller.

Salary: £27,248 per annum

Shift: 4 on 4 off days, 6:00-18:00

As a Customer Controller you’ll be the first point of contact for our customers, offering great contract support and customer service in a fast-paced, encouraging environment to provide a continuous professional service to Stobart customers.

Key Duties of a Customer Controller

• To act as the first point of contact with our Customer about their deliveries from prior to collection to delivery; escalating issues as required
• Ensure all customer orders are accurately created on ESL in-house system for delivery as per customer’s requirements
• Liaise with Planning Teams and action change requests to ensure consignments are collected and delivered to customer requirements
• Action Driverline calls
• To liaise with the Forecasting, Planning and AM teams regarding extra or short notice loads, and any additional costs if applicable
• Proactively monitor customer delivery compliance and investigate late and failed deliveries through to satisfactory conclusion, reporting as required.
• Ensure information being reported is accurate; seeking sign off from CS Manager when guidance is required.
• Requirement to learn and use Customer specific systems
• Ensure all additional costs are captured and reported correctly within the agreed timeframe
• Complete reports i.e. Customer dashboards, discrepancy reports, etc. as per our Customer or the Business requirements, liaising with CS Manager / Account Manager
• Ensuring all consignments are rated accurately to our Commercial rate card and within agreed timescales
• Complete a daily task list as confirmation all requirements are fulfilled before end of day
• Support Customer Service team as a whole as and when required / asked
• Keep up to date with news items, vacancies and process updates as detailed on the ESL Intranet system

Qualifications

What you’ll need ...

• GCSE grade ‘C’ or above in Maths and English
• Equivalent of 5 GCSE grade ‘C’ or above
• Previous experience within a customer service environment
• Good geographical or transport knowledge.
• Good numeracy and literacy level in order to carry out tasks efficiently and accurately
• Good knowledge of Microsoft systems; Excel and Outlook in particular

Additional Information

What is in it for you?

If you're looking for a role where you can make an impact, develop your career, and be part of a team that works as one to achieve great results, we'd love to hear from you.

• Salary Sacrifice Car Scheme - our salary sacrifice scheme offers a cost-effective way to drive an electric vehicle, with payments taken directly from your salary. Eligibility and salary thresholds apply.
• Wellbeing Support - your wellbeing matters to us. Through our Employee Assistance Programme, you'll have 24/7 access to confidential counselling and legal support, whenever you need it.
• Eye Care Vouchers - free eye tests and discounts on prescription glasses.
• Reward & Recognition - we love celebrating great work, we recognise those who go above and beyond.
• Everyday Discounts - our benefits platform gives you access to discounts from over 50 leading retailers, helping your money go further every day.