Customer Services Support Advisor - Supply Chain/Logistics

Randstad Technologies Recruitment; Chertsey; Hybrid; GBP 23,000 - 33,000; Full time

Job summary

Randstad Technologies Recruitment is seeking a Customer Services Support Advisor for a global tech client in the UK. The role supports the Direct To Consumer Support Team by handling delivery-related inquiries and resolving issues to maintain high customer satisfaction.

You will investigate data across ERP and Hybris, coordinate with Logistics Service Providers, and communicate clearly with customers and internal teams. Hybrid working is available from Chertsey, with occasional remote options.

Qualifications

• Experience in customer service within logistics or supply chain.
• Strong analytical skills to interpret data from multiple systems.
• Excellent communication and interpersonal abilities with a customer focus.
• Proficiency with ticketing systems and Microsoft Office.

Responsibilities

• Act 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 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

Analytical skills

Effective communication

Microsoft Excel

Power BI

Tools

ERP systems

Hybris

Ticketing systems

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.

Essential Skills

• 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.
• Comfortable using Microsoft packages - Excel, Word, Power BI.

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.