Customer Service Advisor - Supply Chain

Randstad Digital; Chertsey; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Chertsey location

Job summary

Randstad Digital in Chertsey (UK) is seeking a Customer Services Support Advisor to join the Direct To Consumer Support Team. You will resolve queries for the Operations Team, focusing on delivery-related issues and customer satisfaction.

Key duties include liaising with CS, SES Store and Warehouse teams, using ticketing systems, investigating delivery failures with LSPs, and conducting cross-system data analysis to resolve issues promptly.

Qualifications

• Experience in customer service, preferably within logistics or supply chain.
• Strong analytical skills with the ability to investigate and interpret data from various systems.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• Proficiency in using ticketing systems and other relevant software.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills with a focus on delivering timely and effective solutions.

Responsibilities

• Serve as the primary liaison between CS, SES Store and Warehouse teams, delivering timely and accurate information on logistics inquiries to ensure seamless daily operations.
• Leverage the ticketing system to address customer concerns regarding delivery delays promptly and effectively.
• Partner with Logistics Service Providers (LSPs) to identify root causes of delivery failures and coordinate rescheduling for affected orders.
• Conduct in-depth investigations and data analysis across ERP and Hybris to resolve customer issues efficiently.
• Oversee the cancellation process, ensuring clear and timely communication with customers and internal stakeholders.
• Collaborate with cross-functional support teams to swiftly address issues impacting customer commitments and overall experience.
• Maintain a high standard of service to support the smooth functioning of e-store operations.
• Handle CS escalations, delivering effective solutions and regular updates to improve customer satisfaction.
• Document customer interactions and resolutions accurately within the ticketing system for future reference.
• Track and report on KPIs related to customer service and delivery efficiency.

Skills

Customer service

Logistics knowledge

Data analysis

Communication

Ticketing systems

Multi-tasking

Problem solving

Tools

ERP systems

Hybris

CRM software

Job description

Customer Services Support Advisor - Supply Chain/Logistics

My global technology company is looking for a Support Advisor to join their busy Direct To Consumer Support Team.

The role is dedicated to supporting the Customer Service team by addressing and resolving queries directed to the Operations Team. This role is pivotal in maintaining high levels of customer satisfaction by efficiently handling delivery-related inquiries and issues.

Key responsibilities include:

• Proactively identifying and solving problems to enhance service delivery.
• Collaborating with internal and external stakeholders to address challenges and optimize operational processes.

This role demands strong problem-solving skills, effective communication, and the ability to work collaboratively to ensure seamless customer experiences.

• Previous experience in customer service, preferably within a logistics or supply chain environment.
• Strong analytical skills with the ability to investigate and interpret data from various systems.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Proficiency in using ticketing systems and other relevant software
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills with a focus on delivering timely and effective solutions.

Key Duties

• Serve as the primary liaison between CS, SES Store and Warehouse teams, delivering timely and accurate information on logistics inquiries to ensure seamless daily operations.
• Leverage the ticketing system to address customer concerns regarding delivery delays promptly and effectively.
• Partner with Logistics Service Providers (LSPs) to identify the root causes of delivery failures and coordinate rescheduling for affected orders.
• Conduct in-depth investigations and data analysis across multiple platforms, including ERP and Hybris, to resolve customer issues efficiently.
• Oversee the cancellation process, ensuring clear and timely communication with customers and internal stakeholders.
• Collaborate with cross-functional support teams to swiftly address issues impacting customer commitments and overall experience.
• Maintain a high standard of service to support the smooth functioning of e-store operations.
• Handle CS escalations, delivering effective solutions and regular updates to improve customer satisfaction.
• Document customer interactions and resolutions accurately within the ticketing system for future reference.
• Track and report on key performance indicators (KPIs) related to customer service and delivery efficiency.

This is an excellent opportunity for a global Tech client and requires you to work in Chertsey but does offer some hybrid working.