Customer Service Analyst

The Soleil Group is a dynamic, growth-focused organisation dedicated to providing best-in-class warehousing, logistics, and supply chain solutions across the UK and Europe. The company offices are based in Wrexham, North Wales. We are currently looking to recruit Customer Service Analyst to join our small and friendly team and report to the Customer Service Manager. This role is responsible for analysing customer service data, identifying trends, and driving continuous improvements in service delivery. The ideal candidate will bridge the gap between customer expectations and operational performance, ensuring a seamless and efficient customer experience. Essential qualifications / skills: Strong analytical skills Detail-oriented and proactive self starter Bachelors degree in Supply Chain Management / Business Administration / Logistics or Customs related field. 2+ years of experience in a customer service or analyst role, preferably within a supply chain or logistics environment. Strong analytical and problem-solving skills. Proficiency in data analysis tools (e.g., Excel, Power BI, Tableau) and ERP systems. Excellent communication and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Knowledge of logistics processes, transportation, and inventory management is a plus Reporting Packages: Sage X3 / SEI / SIA Netstock / MS Office Key Responsibilities: Analyse customer service metrics (e.g., order accuracy, delivery times, complaint resolution) to identify trends and areas for improvement. Collaborate with logistics, warehousing, and transportation teams to resolve service issues and improve customer satisfaction. Monitor and report on key performance indicators (KPIs) related to customer service and supply chain efficiency. Gather and report on any specials shipments ensuring necessary costs are accounted for and summarised. Support on ensuring the end-to-end order function is completed including invoicing and issue resolution Develop and maintain dashboards and reports to provide actionable insights to stakeholders and department managers. Investigate root causes of service failures and recommend corrective actions. Act as a liaison between customers and internal teams to ensure timely and accurate communication. Assist in the development and documentation of customer service policies and procedures. Ensure compliance with company policies, service level agreements (SLAs), and industry regulations. Assist in other day to day operations within the department Support on customs requirements within the department to ensure any export requirements are met Provide cover on any role within the customer service team when required Why Join Us? A supportive and collaborative work environment. Hybrid working model (onsite 2 days per week in Wrexham office). Competitive salary and benefits package. Hours: 37.5 hours a week 9am to 5pm Monday to Thursday (half an hour lunch break) 8am to 4pm Friday (half an hour lunch break) Job Type: Full-time Pay: £27,000.00 per year Benefits: Casual dress Company events Company pension Free on-site parking Health & wellbeing programme Work from home Experience: Analytics: 2 years (required) TPBN1_UKTJ