Brief Description of Role
First point of contact for a defined list of customers as well leading and supporting a team for a larger customer base. Ensure that the team delivers an outstanding level of customer service and monitor and assist the financial performance of all customers within the team.
Key Activities & Responsibilities
Key Activity 1 – Health & Safety approx. 5% time
Responsible for one’s own, co-workers and stakeholders health and safety
Key Activity 2 – Service Delivery approx. 70% time
Manage Deep Sea imports into North Europe and ensure all custom processes are followed and tanks are released with Shipping Lines for onward delivery. Handle customer order requests and provide accurate and timely information about services, lead times and costs.
Keep customers informed of any impact or changes to their orders as soon as possible and in the case of delays, provide alternative options and costs with the communication.
Through the creation of an order, ensure all the required details are captured in the system and communicate key requirements to other internal departments to ensure all customer requests are met.
Key Activity 3 – Cost Recovery approx. 20% time
Record all additional costs incurred during the job by adding notes to the job record and advise customer at the time costs are incurred. Upon job completion, review the job costing to ensure all applicable additional costs have been recharged.
This document is approved and controlled in accordance with the ITT Document Control Procedure (QHSSE)
Key Activity 4 – Improvement Planning approx. 5% time
Through complaint handling and alongside Commercial Managers and Operations Team, review areas requiring improvement and design, implement and monitor improvement plans.
Review and monitor templates against completed orders to ensure all necessary instructions are available for relevant parties.
Selection Criteria
Qualifications, Skills and Knowledge E/D* Essential/Desirable
- Excellent communication with both customers and colleagues and the ability to develop relationships both internally and externally. E
- Effective management and delegation D
- Strong commercial acumen D
Experience
- Previous roles in customer service within logistics industry E
- Experience of advising and recharge costs E
- History of growing and developing relationships with customers D
Competencies
- An ability to work well under pressure E
- Ability to manage teams and motivate them D
- Communicate with various departments to achieve common goals D
Personal Attributes & other requirements
- Able to withstand high pressure situations E
- Willing to travel and on occasion, work unsociable hours E
Other Information:
Budgetary Responsibilities
£0 although will be responsible for the invoicing and monitoring of between €2 and €20 million worth of sales.
KPIs
- Achieve service and financial targets and operate within set budgets
- Deliver outstanding levels of customer service
- Develop and maintain excellent relationships with both internal and external stakeholders
Typical Problem Areas Faced in Role
- Operational issues
- Changes to demands by customer
- Communication breakdowns
- Problem solving of exceptional situations with staff and customer
Pay: From £24,000.00 per year
Benefits:
- Cycle to work scheme
- On-site parking
Work Location: In person
