Customer Service Administrator

Customer Service Administrator

AKW Global Logistics are recruiting a Customer Service Administrator to join their team at their site in Manchester.

Contract type: Permanent

Location: Manchester (M32)

AKW Global Logistics are recruiting a Customer Services Administrator to join their team at their site in Manchester. The successful candidate will provide and promote a professional, customer focused service to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the Company.

  • Additional benefits:
  • Life Assurance
  • Pension
  • Full Uniform and PPE
  • Onsite Parking
  • Cycle to work scheme
  • Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
  • Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

About the job:

  • Utilise the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently and customers are kept updated;
  • Adhere to agreed customer service standards, service level agreements, policies and procedures across all customer service functions, and deal with queries promptly and appropriately by verifying understanding, answering questions and offering assistance to increase efficiency and service levels;
  • Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of company performance standards and business objectives;
  • Adhere to all Group HR, GDPR and Health & safety policies to ensure both the Company and Group are fully compliant;
  • Oversee booking in of delivery times and follow up on timed deliveries, taking action where necessary to ensure customers are notified of any potential service failures;
  • Provide quotes to customers in line with agreed schedules and input this data into Stirling to ensure accurate date is being maintained.

Your knowledge and experience:

  • Knowledge of transport and warehousing is preferred
  • Working knowledge of CRM systems (preferably Sage)
  • Technical knowledge of software management systems including Stirling and Contrado
  • Knowledge of product and pricing schedules
  • GCSE’s at grace A-C in English Language and Mathematics (or equivalent)
  • Experience effectively dealing with customer queries
  • Experience building and maintaining effective working relationships both internally and externally
  • Experience of Customer Account management
  • Full utilisation of a CRM system

HOW TO APPLY

We are an equal opportunities employer whom encourage and welcome applications from all backgrounds. We are recruiting now for this role. To apply please forward your CV with any relevant experience listed, to [email protected] or apply online here.

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