Job Overview

To provide front-line “helpline” response for all types of request for customers of clients supported by the department and also:

• Management of customer order pipelines
• Management of customer returns pipelines

Job Responsibilities

Provide first line support to all customer queries received via phone and email around:

• Delivery / Returns issues
• Order management process
• Stock availability
• Urgent/critical requests
• Service recovery issues
• Ad hoc requests
• Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA’s
• Root cause identification logged against the case in CRM
• Liaise with internal teams to ensure first time resolution
• Pro-active communication with the customer to ensure they are updated on case progression
• Customer level reporting as required

Qualifications and Skills

• Microsoft Dynamics CRM or similar
• Mitel phone systems or similar
• Microsoft Office
• PC Literate
• AS400
• Web based ordering systems
• Educated to at least GCSE level with Maths & English as a minimum (Essential)
• A Level (desired)
• Customer service / case handling (essential)
• Rail industry knowledge (preferred)
• Supply chain / logistics background (preferred)
• Complex query handling (essential)
• Dealing with external parties / transporters (preferred)
• Experience of working in fats paced, high volume / short timescale environments
• Excellent communicator / listener
• Ability to own queries to resolution
• Ability to work under pressure
• Ability to work with minimal supervision
• Ability to deal with high work volumes
• Pro-active approach to query resolution
• Ability to work with and engage sideways and vertically within an organisation
• Customer first mind-set
• Continuous improvement mind-set
• Excellent telephone manner

 

In return for your hard work we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

• Competitive Salary and pension scheme with life assurance
• 25 Days Holiday
• Employee Assistance Programme supporting wellness with immediate access to:

1. GP consultation and second opinions
2. Mental health support
3. Financial and Legal support
4. Wellbeing and healthy living support

• Employee referral scheme with financial reward
• Professional Membership and Study Sponsorship
• Pass scheme (£100 to undertake training of your choice)
• Subsidised canteen

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative, and achieve high impact results that really make a difference to our business and our customers.

 

Where we are:

Our head office is based at a purpose built, state of the art distribution facility on Buckshaw Village in Chorley with excellent transport links to the M61 and M6 plus a mainline train station less than a mile away. The office has on site parking, shower facilities for those who brave the elements on a bike or on foot and a subsidised canteen.

 

About TVS:

TVS Supply Chain Solutions are a world leading supply chain and logistics services provider, implementing innovative supply chain solutions as true partners with a broad range of blue chip organisations worldwide. Our clients operate in diverse sectors such as Defence, Utilities, Automotive, Rail and Beverage but they all have time-sensitive, business critical missions to deliver and TVS are an essential and integral component in their performance – with our help they achieve their business goals.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.