Senior Logistics Customer Care Associate

Our client an international and specialised Distributor is seeking a Senior Logistics Customer Care Associate for their office in London. This is a hybrid role. The Senior CCA Logistics will join a dynamic Logistics & Customer Care Team of over 25 people, with responsibility for managing 4-5 direct report. The LCST is responsible for managing the daily operations including imports, warehouses, deliveries to customers, exports outside Europe and demand planning.
This role is essential in supporting the Customer Care Manager, will facilitate the effective delivery of fulfilment process to their customers, against defined KPIs and SLAs. The requirement of the role is not only to support a team of customer care the daily execution of the business, but to also engage with key projects, monthly reporting, team development and workload. The successful candidate will be a proactive, organised, and hands-on individual with excellent business communication skills.As our business continues to grow, and our geographical reach expands, the role will require you to be comfortable with working in a fast-paced and constantly evolving environment. You will need to be self-motivated and able to multi-task, while maintaining a high level of accuracy. It is important to be able to lead the team across simultaneous projects, often under pressure.
Managing a team of 4-5 direct reportsCoaching, training and developing the teamPerformance reviewsInductions and support training plans for new startersProbation meetings for new startersInterviewing and recruitmentProject workMaintaining a positive attitude and keeping morale high within the teamManaging the order fulfilment process for UK & European customers, ensuring that products are delivered in accordance with customer requirementsDirect involvement in managing operations for key accounts for the responsible regional area, ensuring the highest level of customer service and driving continuous improvementLiaising with internal and external stakeholders (customers, suppliers, 3rd party providers and internal functional areas)Responsible for supplier evaluation, performance within the responsible region, including the negotiation of rates and ensuring contractual conditions are upheld and meet SLA expectations Support the monthly reviews with our warehousing and logistic partnersSupport the annual haulier tender processSupport regular reviews with regional managers where appropriate to ensure the commercial strategy is aligned with the logistics and warehousing strategyResponsible for non-conformance reporting and closuresMonthly KPI reporting (OTIF, small batches, inventory management, etc.)Driving CI and efficiencies across the team with the aim of meeting performance targets1st point of contact for escalations for regional area of responsibilityEnsure that SOPs are in place, regularly reviewed and updatedFacilitate regular team meetings and cross functional reviews where necessary Ensuring the best customer service across all responsible areasActively promotes team spirit and the planning of team building eventsSupport Logistics Manager where deemed appropriate Must be fluent in English and an advantage will be another European language. 4-5 years experience within a senior Logistics role and a FMCG background is essential. Must also have vast experience in dealing with Key Accounts and have a very high level of business communication skills. Excellent opportunity to work for a very sought after company. Personal Skill Requirements:
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