Logistics Service Specialist

You will be the first point of contact dealing with logistics enquiries from the Group.  Providing backup to our store colleagues and wider areas of the group. The role will utilise online tools, phone, web chat and email to deliver an excellent internal customer experience. You will engage effectively with colleagues across our network of stores and departments to ensure a ‘right first time’ outcome for our customers by demonstrating proactive problem solving analysis in a role that is solutions driven.

Primary objective is to provide cross functional assistance for group logistics queries/solutions and administration support for the wider logistics team.  

Key Accountabilities 

Customer / Strategy / Plan

• Resolve queries and complaints by telephone, email, written format or web chat with professionalism and enthusiasm.
• Provide timely response to Group logistics/warehouse queries. 

People/Leadership

• Heavily focussed on communication with Store Colleagues and Group departments.
• Compile statistical data for end of week reports.
• Escalate cases to Line Manager bringing issues to a resolve in a timely manner.
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Financial / Commercials

• Respond to queries in a timely manner to ensure sales opportunities are achieved.
• Investigate the most cost-effective methods for resolving queries.
• Assist with purchase order raising and invoice matching for transport and warehouse
• Consumable ordering/frequency and price tracking 

Risk / Process

•     Represent the business in a confident and professional manner
•     Bring enquiries and escalated complaints to resolve and in the interest of all        parties using good negotiation techniques
•     Enter customer details onto third party carrier portals.
•     Responsible for managing own workload.
•     Complete an array of administrative duties with energy, drive and a positive can-do attitude

Knowledge, Skills and Experience Required:

Essential                                                

• Good understanding of Excel, Word, Microsoft Outlook and Dynamics.
• Excellent interpersonal and communication skills and a desire for continuous personal and professional development is key, along with the willingness to embrace the overall progress made within the Logistics Team; engaging with further work planned in the future to optimise performance.
• You will be passionate about delivering high standards of customer service. Success in this role is all about understanding the individual needs of the customer first before proposing a solution – offering the kind of service that results in complete customer satisfaction.
• Represent the brand when engaging with both internal and external stakeholders.

Desirable

• Experience of working in a fast-paced environment.
• Ability to work alone or as part of a team.