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Customer Services Executive - Delivery

Employer
International Logistics Group
Location
Based in East Grinstead
Salary
£21,849 to £26,129 per annum, dependent on experience
Closing date
16 Nov 2022

View more

Sector
Logistics, Warehouse
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

Your Role

Due to growth, diversification and expansion in the scope of our operations, we're looking for a Customer Services Executive to provide a helpful, friendly and professional service to our Delivery customers.

As a Customer Services Executive, you'll provide frontline telephone and email support to a portfolio of our Delivery customers. The team are responsible for handling queries all with unique requirements, and deal with high volumes of calls and emails each day. These can range from ordering labels and packaging for our customers, providing customs clearance advice, or advising on the best shipping methods to a particular destination. The role will often require thinking outside the box and problem solving to find the best solution for our customers.
  • Operate front line telephone and email support to customers
  • Ensure that all queries are actioned in line with client SLA and Standard Operating Procedures
  • Take full ownership of queries from the point of first contact through to resolution, using the appropriate escalation channels where appropriate
  • Responsible for communicating any issues/information that may impact the delivery of service
  • Carry out thorough investigations and accurately process claims and credit notes where necessary
  • Provide proactive exception management, keeping the customer fully informed of any issues affecting their delivery
  • Book and track 3rd party collections, imports and pallet shipments


About You

To join the team, you'll need:
  • Previous knowledge and experience of logistics (desirable)
  • Previous client servicing experience, working to deadlines and SLA commitments
  • Confident telephone manner
  • MS Office skills, particularly Excel & Outlook
  • Proven track record of managing large volumes of queries, both inbound and outbound
  • Able to demonstrate methodical and organised ways of working particularly in relation to email management
  • Good interpersonal skills to build relationships with clients
  • Ability to deal with client complaints professionally and efficiently
  • Proven ability to work effectively as part of a team

Ideally, you'll have previous knowledge and experience of warehousing and distribution, but this isn't essential.

Company

About ILG

We’re one of the UK's top delivery and fulfilment businesses. That means we store, pack, personalise, gift-wrap and distribute high-value products to consumers and retailers across the world. Our customers range from boutique start-ups to global designer and luxury businesses, mostly fashion, beauty and wellbeing brands.

Great people have always been a cornerstone of ILG. And, because we’re growing fast and coming up to our busiest time of year, we’re on the lookout for more great people to join our amazing team.

We rely on a talented and engaged workforce that’s ready to go the extra mile for our customers. In return we go further to reward our people and share our success. So, we give a voice to all our colleagues on sustainability, health and safety and other essential issues. We run ‘staff member of the month’ awards to spotlight star performers. And we have a lively social committee to ensure we play as hard as we work!

Why join ILG? Here are few good reasons…

  • We’re a fast-moving business, so no two days are the same
  • A variety of work patterns and overtime hours to suit you
  • We invest in you with ongoing training and development
  • We believe in working hard and having fun
  • Share in our business-wide supportive, ‘can do’ attitude
  • Access opportunities to progress your career internally at ILG
  • Enjoy 22 days holiday, rising to 25 days with length of service
  • Benefit from our annual salary review process
  • ‘Charity of the year’ and other fundraising opportunities
  • Annual awards ceremony and party to celebrate individual and company success

As an inclusive employer we feel our workforce should mirror the diversity of the communities we serve. So, we promote equality and welcome applications from people of all backgrounds.

Take a look at the jobs available in ILG’s warehouse, customer services and HR teams >>

Warehouse operations are at the centre of what we do. Our customers choose ILG because our attention to detail across services like order picking, embroidery, gift-wrapping, product engraving and packing adds something special to their brand. If you’re interested in doing this type of work in a clean and efficient warehouse environment, we’d love to hear from you.

Company info
Website
Telephone
0844 264 8000
Location
Logistics House
Charles Avenue
Burgess Hill
West Sussex
RH15 9TQ
United Kingdom

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