Job Description: Customer Service Administrator
Location: Unit 3-4 Parkway Link, Kettlebridge Road, Sheffield, S9 3AJ
Reporting to: Customer Service Manager
Company: Moov Parcel
Role Overview
Moov Parcel is seeking a highly organised and empathetic Customer Service Administrator. You will be responsible for providing world-class support to our e-commerce clients, ensuring that their shipping operations run smoothly. This is a multi-faceted role that requires a blend of investigative problem-solving, technical support on our Moov Ninja platform, and proactive communication with our courier partners.
The ideal candidate will be a calm and professional communicator who can navigate complex logistics challenges while maintaining excellent relationships with both our customers and our courier networks.
Core Responsibilities1. Tracking & Delivery Investigation
- Proactively monitor shipments and investigate delayed or missing parcels by liaising directly with courier depots.
- Provide clear, timely updates to clients regarding the status of their consignments, managing expectations with professionalism.
- Investigate and resolve issues regarding failed or missed collections, escalating to courier management where necessary to ensure service levels are met.
2. Claims & Resolution Management
- Manage the end-to-end courier claims process, from initial evidence gathering (e.g., proof of value/damage) to final resolution.
- Ensure all claims are filed within strict courier deadlines and maintain an accurate log of all ongoing and settled cases.
- Work to recover costs for our clients through diligent follow-ups and attention to courier terms and conditions.
3. Technical Platform Support
- Act as a first-line support contact for the Moov Ninja platform, assisting clients with technical queries and "how-to" guidance.
- Identify and troubleshoot user errors or software queries, escalating complex technical issues to the development team as required.
- Encourage the adoption of Moov Ninja features that can help clients self-serve and reduce their own operational friction.
4. Relationship & Account Maintenance
- Build and maintain rapport with regular clients, becoming a trusted point of contact for their daily operational needs.
- Establish strong working relationships with courier representatives to expedite the resolution of issues.
- Contribute to a positive feedback loop by reporting recurring courier or platform issues to the management team.
Specification requirements and experience
Previous experience in a high-volume customer service or administrative role, ideally within logistics or e-commerce.
Problem Solving
An investigative mindset; the ability to "unpick" a problem and see it through to a conclusion.
Communication
Excellent verbal and written skills, with the ability to remain calm and professional under pressure.
Technical Aptitude
Quick to learn new software and able to explain technical processes to non-technical users.
Organisation
Strong multitasking skills and the ability to prioritise a busy workload of claims, queries, and calls.
Resilience
Comfortable with "chasing" external parties (couriers) to get the necessary results for our clients.
Why Join Moov Parcel?
Join a fast-paced, award-winning company where your contribution directly impacts our reputation for excellence. As we grow toward our 2029 goals, there will be significant opportunities for professional development within our customer success and operations teams.
Pay: £26,420.00-£27,574.73 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
