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Customer Service Operations Support
Our Tamworth based client is looking for a Customer Service Operations Support to join their team.
You'll be responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. Ensuring the smooth coordination of internal processes, reporting, outbound logistics, and cross-functional communication.
As a Customer Operations Support, you will need to have/be:
- Personable and professional, with a strong focus on efficiency and accuracy. You should demonstrate initiative, adaptability, and the ability to prioritise effectively.
- A keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously.
- Able to collaborate effectively in a team while also managing your own workload and time efficiently.
- A proactive approach to resolving challenges and exceeding customer expectations.
- Able to work under pressure and adapt easily to change.
- Knowledge of Word, Outlook and Excel is required.
- Previous experience of customer service/administration would be preferred.
Details:
- Salary: 26, 000 - 27, 000
- Working Hours: Monday - Friday 9.00am - 5.00pm
- Location: Tamworth (on site)
- Duration: Permanent
Role of Customer Service Operations Support:
- Providing comprehensive administrative support and coordinating with multiple departments to ensure smooth operations.
- Preparing, analysing, and presenting reports, identifying trends, addressing issues proactively, and compiling statistical data for management meetings.
- Monitoring stock levels, back orders, and works orders, while providing regular updates to relevant teams.
- Coordinating and scheduling deliveries with key customers to meet deadlines and service expectations.
- Liaising with warehouse teams to investigate delivery incidents, identify root causes, analyse trends, and report findings to senior management.
- Organising goods collections with external carriers, monitoring carrier performance, and producing data-driven reports to support process improvements.
- Processing replacement and internal orders through business systems and managing order amendments or upgrades to ensure error-free dispatch.
- Preparing and finalising courier and customs documentation for cross-border deliveries and returns.
- Managing daily delivery reports, liaising with carriers and internal teams to resolve issues, handling claims, and verifying carrier invoices for accuracy.
- Tracking deliveries, obtaining Proof of Delivery (POD) documentation, and overseeing claims for failed or delayed shipments.
- Analysing carrier performance data to identify recurring delivery issues such as address discrepancies, logistic failures, or external delays.
- Coordinating marketing and sample orders, as well as internal stock requests across affiliated teams.
- Overseeing shared inboxes, allocating email enquiries, and ensuring timely responses.
- Supporting compliance processes, including maintaining HS Code information, managing trade declarations, and ensuring regulatory accuracy for seamless deliveries.
- Collaborating across customer service, quality, and warehouse teams to troubleshoot and resolve operational challenges with minimal customer disruption.
- Scanning, verifying, and archiving documents in line with company procedures.
- Providing support for key accounts to maintain service standards.
- Managing office resources, including stationery inventory, reception cover, switchboard overflow, and handling incoming mail and visitors.
- Performing additional administrative tasks as required to support business operations and customer service delivery.
Benefits of working as a Customer Service Operations Support:
- 23 days annual leave + bank holidays
- Option to purchase up to 5 extra days annual leave
- Health Cashback Plan
- Pension Scheme
- Life Assurance
- Free Parking
