Details:
- Salary: £12.75 - Hour
- Location: Stanford-Le-Hope Essex
- Date: 1 month ago
Description:
Fulfilment Agent- Transport
Stanford-Le-Hope - SS17 9LW
This is a temp to perm position for the right candidate
PAY RATE- £12.75 per hour
SHIFTS- Monday - Friday either 09:00-17:00 or 11:00-19:00
Your responsibility as a Fulfilment Agent would be to report into the Transport Planning shift lead, you will work closely with the schedulers, customer services and distribution teams to ensure communication lines are clear and strong with all parties working towards the same result.
You will also work with the Customer Service Team, you will be the primary point of contact for external customers via the phone and in written correspondence, directly resolving matters on first contact where appropriate.
Key responsibilities will include:
Undertake risk assessments and makes quick decisions in a pressured environment to resolve a call
Work to set quality standards, targets and service levels within a real time environment to deliver and enhance personal and departmental performance
Maintain accurate records by logging and tracking all calls in the CRM system
Ensure that own knowledge is kept up to date and retained to enable correct information to be provided to customers and colleagues
Adapts quickly and confidently to changes to processes and information provided
Use skills and experience to handle calls with vulnerable customers with empathy and resilience
Undertake administration of customer's accounts ensuring requirements are processed in a timely and accurate manner
Be receptive to complaints or problems, and resolving the complaints within given parameters
Be able to work and co-operate as part of a team, assisting and supporting colleagues
Identifying, highlighting and escalating any service-related issues
Liaise between customer services and distribution providing regular updates on customer run outs, vehicle breakdowns and driver's absenteeism
Analyse and report the progress of the distribution plan, highlighting any challenges to senior management across Operations and Sales
Continually improve master data improving customer experience and efficiency communicating with the National Distribution teams updating customer data and completing driver debriefs
Decision making that requires changes in schedules balancing customer experience, operational efficiencies, and potential revenues through fulfilled orders.
Contribute to the Fulfilment Safety agenda reducing the risk to our drivers, considering planning alternative routes based on incident & monitoring of driving performance, improving customer master data about customer premises, and planning of driver breaks etc, supporting Health & WellbeingAs such we would like you to have/be:
Have excellent communication and relationship building skills and demonstrate real care about the customer through a consultative and listening approach
Have a strong sense of ownership and take pride in your work
Be well organised and able to work under pressure
Able to work in an environment of high volume of calls
Strong IT skills with a sound knowledge of SAP desired but not essential as full training will be given
Process driven with attention to detail
Logical thinker and methodical problem solver
Collaborate & ability to influence others