July 6, 2021
Job Type
Job Code
Contact Name
Jill Benham


Hours: 22.5hrs per week, Tuesday to Thursday, 9.30am until 6.00pm

Our client is looking for a Service Desk Logistics Administrator to start immediately on a part time basis.

Key responsibilities and accountabilities, includes but not limited to:

Complaints Handling

  • React according to set standards in relation to customer complaints
  • Resolve and handle complaints according to Service Desk Logistics KPI’s
  • Work on A, B and C customer standards
  • Arrange POD’s to be sent when required
  • Work with Logistics to check stock for the correct products and transfer technical questions to the right colleagues
  • Liaise with the carrier to resolve delivery complaints
  • Log cases with the carrier to improve service
  • Send acknowledgements and resolution emails to customers
  • Arrange carrier claims
  • Monitor and create returns documentation when required

Customer Calls

  • Gain further information if required to resolve a complaint
  • Advise customer of any back order regarding complaint cases
  • Advise customers in regard to POD queries
  • Be able to respond to customer in a proactive way, understanding their situation and being mindful of their perspective
  • Complete customer resolution calls after each resolved complaint

Working with customers, other disciplines and departments

  • Build sustainable relationships of trust through open and interactive communication
  • Go the extra mile to resolve complaints
  • Continually set a high standard of service and build relations with customer based on trust
  • Participate in quality meetings with Logistics & Internal Sales

Build value focused relationships with customers

  • Ensure and increase customer satisfaction and create opportunities for our client
  • Apply the right service levels to customers

Ensure a fast and efficient way of working

  • Proper use of phone, systems and applications
  • Working in line with procedures, commercial processes and guidelines
  • Looking at ways to improve efficiency and increase service levels through constantly reviewing current procedures and processes
  • Awareness of your surroundings and phone cover
  • The ability to make some commercial decisions whilst taking into consideration value, cost and impact to the customer and our client
  • The ability to recognize and create opportunities and to act accordingly rather than waiting passively for it to happen
  • Working in line with procedures, logistics and commercial processes and guidelines
  • Awareness of your surroundings

The attitudes / behaviors you will show are:

  • Relevant experience, minimum 2 years in outbound and inbound calls and or complaints handling
  • Product knowledge is desirable
  • Good knowledge of MS Office as well as CRM and affinity with other software programs
  • Time management skills
  • Outstanding communication skills, written and spoken
  • Solution-oriented, efficient and ability to work independently
  • Willingness to take responsibility
  • Resilient and self-motivated
  • Can do and flexible attitude/going the extra mile
  • Team work
  • Flexibility in working hours and willingness to do overtime when there is a business need
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