Senior Customer Services Administrator

Culina Logistics provides integrated supply chain services and expertise for food & drink products that require strict refrigerated temperatures. At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired! We are now recruiting for a Senior Customer Services Administrator to join our friendly Market Drayton Customer Services team. As a Senior Customer Services Administrator you will co-ordinate front-line response to deliveries, deal with problems and customer requests, liaise with other operational teams and be able to fulfil all office functions, supporting the CS Manager whenever necessary.

Please note: This is a 12 month fixed term contract providing maternity leave cover.

Working hours: Monday - Friday 07:00 - 16:30

Salary: £27,319 per annum

Key responsibilities:

• Confidently handle all aspects of Customer Relations by telephone and email
• Complete Order Process to include creation of ad hoc Invoices (e.g confirming, raising ad hoc invoices etc)
• Supporting team Leaders
• Monitoring the customer service inbox
• Answering customers' account queries
• Monitoring critical accounts
• Overseeing full load rejections
• Night report monitoring
• General problem solving, particularly regarding delivery discrepancies and assisting customers with any queries that they may have.
• Maintaining failure log and KPI sheets;
• Liaising with and co-ordinating internal teams (e.g transport planners and account managers);
• Delivery reporting, both internally and to customers.
• Assisting with training of team members
• Ensuring all delivery issues are followed through to conclusion in a timely manner (e.g managing returns/stock on QC hold etc)
• You may also be asked to do any other reasonable tasks that are deemed necessary by your manager(s).

Requirements:

• Customer Service driven, in order to maintain a high level of customer focus
• Previous experience in a similar role (ideally within a major distribution operation)
• Be a good team worker demonstrating loyalty and commitment to the organisation and team members
• Keenly reactive
• Tenacity and diligence in following problems through to closure
• Ability to work using own initiative
• Good attention to detail
• Numerate and literate, and competent with computers (MS Office, ERP systems)
• Highly organized, efficient and able to work effectively under pressure
• Flexible and co-operative with an understanding that it takes a team effort
• Excellent communicator, both verbally and in writing.

As part of our drive to make Culina Logistics a great place to work, we are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives. Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave: Competitive holiday entitlement.
• Pension scheme: We want colleagues to enjoy a comfortable retirement so we offer a great contribution of 4% employee and 4% employer.
• Life Assurance: x2 your annual salary.
• Wellness: Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a day, 365 days a year.
• Eye Care Vouchers: We can provide you with substantial savings with free eye tests and discounts on prescription glasses.
• Reward & Recognition: We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts: Via our benefit platform you will have access to over 50 retailer discounts for everyday savings!