Customer Service Operations Support

Responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. Ensuring the smooth coordination of internal processes, reporting, outbound logistics, and cross‑functional communication.

Main Duties

• Providing comprehensive administrative support, coordinating with various departments throughout the organization.
• Managing daily delivery reports liaising with carriers, Customer Service, and the warehouse to resolve any delivery issues.
• Coordinating with carriers, tracking deliveries, obtaining Proof of Deliveries (PODs), and managing claims arising from any failed deliveries.
• Cross‑checking carrier invoices against the claims to ensure accuracy.
• Analyzing carrier performance data, identifying trends and root causes of failed deliveries, such as address issues, weather delays, or logistic failures, and preparing reports for the senior team.
• Working collaboratively with the warehouse, upgrading/amending customer orders, running reports and ensuring customer orders are dispatched without issue.
• Liaising with the warehouse to investigate delivery incidents, identify issues, analyze trends, collate information, and report findings to the senior team.
• Monitoring marketing board stock levels, back orders, raising work orders when required, and providing regular updates to the relevant departments.
• Coordinating and scheduling deliveries with key customers.
• Liaising with returns/quality and customer service teams to coordinate goods collections with external carriers.
• Monitoring carrier performance and producing data‑driven reports to support the improvement of collections.
• Capturing quality enquiries/returns received through customer service, analyzing trends, ensuring investigations are completed thoroughly, and raising repeated item issues.
• Attending monthly meetings with the Quality department to report on findings and gather feedback to relay to the Customer Service department.
• Preparing and finalizing the necessary courier customs clearance documentation for Irish deliveries and returns.
• Handling sample requests, processing marketing orders, replacement orders, and managing internal orders across affiliated companies.
• Scanning and verifying documents for upload to our archive system.
• Providing support for house accounts.
• Working with various departments to troubleshoot and resolve operational challenges, ensuring minimal disruption to customers.
• Managing switchboard overflow, supporting and covering for customer service advisors and returns coordinators.
• Performing any other administrative tasks as needed to support customer service and the broader Ovia team.

Skills and Experience

The ideal candidate should be personable and professional, with a strong focus on efficiency and accuracy. They should demonstrate initiative, adaptability, and the ability to prioritize effectively in this role. This role requires a keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously. They must be able to collaborate effectively in a team while also managing their individual workload and time efficiently. They should demonstrate a proactive approach to resolving challenges and exceeding customer expectations. They should be able to work under pressure and adapt easily to change.

Experience with Word, Outlook and Excel is essential. Experience with a Sage‑similar ERP system would be beneficial. Previous experience of customer service/administration is required.

Benefits

• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking

Location Site Location: Scolmore House, Tamworth, B79 7UL