Customer Service Delivery Representative

TN United Kingdom; Derby; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a Customer Service Delivery Representative to provide essential back-office support. This role involves liaising with internal customers and clients to resolve queries, ensuring a seamless end customer experience. The successful candidate will utilize their analytical skills and proficiency in SAP and Microsoft Office to manage various operational tasks and improve service delivery. With a focus on problem-solving and effective communication, this position offers a unique opportunity to contribute to the efficiency of client operations in a hybrid working environment.

Benefits

22 days of annual leave

Pension contributions

Life assurance policy

Employee Assistance Programme

Qualifications

• Customer-focused with a proactive approach to problem-solving.
• Ability to prioritize workload and manage conflicting priorities.

Responsibilities

• Provide back-office support for key account managers and operations team.
• Investigate and resolve queries for stock/inventory or transport issues.

Skills

Effective communication skills

Strong organizational skills

Analytical skills

Proficiency with Microsoft Office

Attention to detail

Tools

SAP WMS

Power BI

Job description

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Client:

Location:

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

371237781ce0

Job Views:

18

Posted:

07.05.2025

Expiry Date:

21.06.2025

Job Description:

Role: Customer Service Delivery Representative

Location: Hybrid working with the base location of East Midlands

The role is instrumental in providing back-office support for the key account managers and our operations team in delivering the operational service to our clients. In this role, you will liaise with internal customers to investigate and resolve queries for stock/inventory or transport issues.

• The first point of contact for all internal and external matters relating to the end customer experience.
• Support Key Account Management with queries relating to client performance.
• Investigate and resolve queries by liaising with internal customers.
• Liaise with clients and respond to queries by client SLAs, including coordination with other departments to resolve customer issues.
• Coordinate with end customers on booking slots and delivery dates.
• Collaborate with other departments to address operational and transport requirements.
• Support the operational team with process knowledge and customer needs.
• Run and analyze daily reports, and conduct investigations as needed.
• Use SAP system to extract data, support investigations, and generate reports.
• Manage communication tools, email folders, web portals, and ticketing systems for efficient responses.
• Place orders for consumables for clients as needed.
• Analyze client and carrier performance using relevant systems daily, identifying and correcting non-conformities.
• Report service failures using the appropriate systems and communication channels.
• Administer claims for loss or damage using the relevant system, maintaining transport documentation for accurate revenue capture.

Your profile

You’ll be customer-focused with a proactive approach to problem-solving, and possess:

• Effective communication skills, both oral and written.
• Strong organizational skills to prioritize workload and manage conflicting priorities.
• Analytical skills to interpret data and present it clearly.
• Proficiency with PC, including Microsoft Office, SAP WMS, and Power BI.
• Attention to detail in data entry.

What we offer

• 22 days of annual leave, with options to purchase up to 5 additional days.
• Pension contributions.
• A life assurance policy paying out 4x salary.
• Employee Assistance Programme offering confidential support, information, and advice.