Customer Service Delivery Specialist

Arvato SCM UK Ltd; Lockington; On-site; GBP 35,000; Full time

Job summary

A logistics service provider in Lockington is seeking a dedicated Operations Coordinator to manage daily operational performance and support key account managers. This role involves creating reports for clients, managing inbound/outbound deliveries, and resolving customer queries. Ideal candidates should possess excellent communication skills and a proactive approach to problem-solving. The position offers 25 days of annual leave plus bank holidays, pension contributions, and employee assistance programs, alongside competitive compensation.

Benefits

25 days annual leave plus bank holidays

Pension contribution

Life assurance policy

Employee Assistance Programme

Employee Discount Scheme

Free Parking

Qualifications

• Experience in managing operational tasks and performance.
• Strong analytical skills with the ability to interpret data.
• Ability to work effectively in multi-department environments.

Responsibilities

• Manage daily operational performance and KPI achievement.
• Resolve customer queries in line with SLA.
• Analyse information for weekly KPI reports and provide corrective actions.
• Support preparation of data for monthly invoicing process.

Skills

Customer-focused

Proactive problem-solving

Confident in complex situations

Effective communication

Highly organized

Analytical skills

Good PC skills including Microsoft packages

Stakeholder management

Tools

SAP WMS

Power BI

Job description

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world

Salary : £34,068.06

Location : East Midlands Gateway

Hours : 40 hours per week, Monday to Friday 08 : 30 – 17 : 00

The role is instrumental in supporting the key account managers and our operations team in delivering the operational service to our clients. You’ll be the first point of contact for our clients, operations, and transport teams. Daily you will create reports for the clients which will include stock levels and shipment status which allows the clients to deliver exceptional service to customers.

Your Tasks

• Managing daily operational performance and KPI achievement
• Manage inbound deliveries, outbound deliveries, returns, and the transfer of related information back to customers and resolve any related issues.
• Lead and / or support internal and external weekly sync meetings and drive completion of relevant actions.
• Participate in monthly and quarterly client meetings, providing insight for all service-related matters.
• Investigate and resolve any customer queries in line with their SLA.
• Manage operational and transport performance for launch events.
• Analyse information for weekly KPI reports and provide written investigation results and corrective action.
• Analyse scheduled cycle count data and follow up actions in line with customer requirements and agreed process.
• Maintain client-relevant performance reports including open orders, returns, and backlogs.
• Support the preparation and compilation of data for monthly customer statements / invoicing (service statements, transport cost statements, Intrastat, transport overviews).
• Provide operational data to support monthly invoicing processing.
• Identify and record VAS tasks performed and ensure costs are captured.
• Analyse client forecasting and highlight potential issues i.e. capacities or consumable volumes.
• To ensure that all claims for loss or damage are administered in line with the published process.
• Complete daily / weekly carrier-related reporting. Investigate any problems and lead improvement opportunities.

Your Profile

• You’ll be customer-focused with a proactive approach to problem-solving as well as:
• Confident when dealing with complex multi-department situations.
• Able to communicate effectively through both oral and written methods.
• Highly organised with the ability to prioritise workload and deal with conflicting priorities.
• Analytical skills with the ability to translate the information into an easy-reading format.
• Good PC skills, including Microsoft packages, and has worked with SAP WMS and Power BI.
• Excellent stakeholder management.

What we offer

• 25 days annual leave plus 8 bank holidays with the option to purchase up to an additional 5 days.
• Pension contribution.
• A life assurance policy that pays out 4 x Salary.
• Employee Assistance Programme that provides you with confidential support, information, and advice to help you.
• Employee Discount Scheme through Benefit Hub.
• Free Parking Profile.