Service Delivery Support

£10.04 - £15.06 per hour, Benefits: 28 days of holiday

Encore Personnel is currently looking for Service Delivery Support people  to work in our client site based in 
Birmingham B46 area 
These   roles  are  on temp to perm basis .

   The role will be based at Hams Hall -Birmingham ,  there may be scope to work from home after initial training is successfully completed
    £10.04 per hour  (This will increase after the first year of employment subject to successful completion of business objectives )
Work Hours:         
   Mon to Friday 08:30 - 17:00
Candidate Criteria:    
    The roles are customer service/transport based; experience in these fields, especially in a 3pl or 4pl business would be beneficial.  Previous SAP experience is advantageous, but not essential.  Must be able and comfortable managing several clients at one time who have many different and complex processes across several systems.

         Work with nominated clients to develop an understanding of their needs and ensure they are met.
         Liaise with clients and respond to queries in accordance with client SLAs.
         Liaise with other  departments to progress any ad hoc operational and transport requirements.
         Liaise with other departments to resolve customer queries.
         To adhere to all Security, Health & Safety and housekeeping policies and processes.
         Liaise with end-customers on booking slots and delivery dates.
Query Resolution
         Investigate and resolve any customer queries in relation to the day-to-day business and escalate issues to the responsible Account Manager where applicable.
         Support the operational team with overall process knowledge and customer requirements.
         Understand timeframes required and prioritise tasks accordingly.
General Administration
         Ensure good housekeeping standards are maintained within the department with clear identity of outstanding and in progress workload.
         Filing of completed external and internal documents in timely fashion ensuring no back-log occurs.
         Weekly KPI report
         Daily returns report
         Manage communication tools i.e., email folders, web portals to ensure response efficiency.
         Observe the current practices and processes within the department.
         Take an active role in improving current processes and procedures.
         Assist in training other staff where applicable.
         Function as "Expert" for the relevant clients and be first contact point for all internal and external matters relating to the respective client's business.
         Support the Account Management with queries relating to client performance.
         Analyse nominated client and carrier performance on a daily basis and ensure any non-conformity's are identified and corrected.
         To ensure that any non-conformance to SLA's is identified.
         To ensure that all claims for loss or damaged are administered in line with the published process.
         To adhere to all H&S responsibilities.
         To actively contribute and support the 6s and Six Sigma initiative to ensure the working environment is clean, tidy, and safe.
         Liaise with other  departments on operations, IT and Finance matters
         To be flexible in attitude and approach with the ability to work within any of the relevant functions and departments. 
         Any other duties as deemed appropriate and within the capability of the role.
         Such other duties as may from time to time be reasonably required.
         Client and customer orientated attitude
         Hands on mentality and ability to step in in all parts of the process.
         Comfortable when dealing with complex multi department situations.
         Able to communicate effectively through both oral and written methods, in a range of situations.
         Ability to demonstrate commitment and flexibility.
         Ability to prioritise workload and deal with conflicting priorities.
         Excellent administration skills
         Ability to work to tight deadlines.
         Able to work on your own initiative.
         General PC Skills
         Microsoft Office necessary. Good Excel, Outlook, and PowerPoint Skills
         Ability to develop new skills and attendance of online training to improve skillset on "PeopleNet."
         Self-starter and ability to work on own initiative.
         Experience with SAP - "key user" on Service Delivery side
         Organised and analytical
         Must be able to accurately meet deadlines and work under pressure plus work independently or as part of team.

                                                       Please  check the location before applying !

For  more information or how to apply  please  contact Tina  on 07487 769424

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