Customer Service Account Administrator Apprentice

Recruiter
Apprenticeship Team, Northbrook College, Sussex
Location
East Grinstead
Salary
307.69 GBP Weekly
Posted
08 Aug 2017
Expires
13 Aug 2017
Contract Type
Permanent
Hours
Full Time

Job Content:

  • Responsible for day-to-day administration for the specified accounts. To include: order file processing / client reporting / production of appropriate shipping and packing documentation
  • Responsible for booking and managing 3rd party collections with all ILG's carriers
  • Responsible for managing, making and co-ordinating deliveries for slot time customers and arranging the relevant transport in order to meet the allocated date and time
  • Ensure all slot time deliveries are billed on to the relevant client and any costs are updated to reflect the actual cost to ILG
  • Responsible for raising and completing claims & tracer forms with carriers in the agreed timeframe and taking ownership until completion.
  • Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA
  • Provide detailed information when requested to the nominated Account Managers/Executive
  • Provide additional telephone support as required
  • Actively support operational change whilst effectively minimising disruption to production and service
  • Maintain and improve performance levels to ensure that all elements of the client SLA are met
  • Responsible for communicating any issues/information that may impact the delivery of service
  • Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts
  • Ensure all business and individual key performance indicators are met
  • Contribute actively to achieving departmental service level and targets
  • Responsible for managing live chat, dealing with any inbound queries and passing these onto the relevant departments within agreed timeframes

Performance Standards:

  • All client collection requests managed and booked and billed within the agreed time frames
  • All client reports produced and submitted at agreed time frames
  • All customer issues escalated appropriately and immediately
  • Complaints investigated immediately and escalated where required
  • Adherence to procedures and where they need to be put in place, development of required procedures
  • Provision of adequate phone and account cover at all times
  • Ability to communicate professionally, efficiently and tactfully with external and internal customers through written and verbal communication
  • Research and resolve both written and telephone queries, producing accurate written data where required
  • Support and develop relationships with all areas of the business to communicate, understand all relevant information

KPI's:

  • 100% documentation accuracy
  • Administration activity timelines met
  • Completion of objectives
  • Reports issued by agreed SLA
  • SLA account rules adhered to