Service Desk Logistics Administrator

Service Desk Administrator – Part time22.5 hours per week over 3 days9.30am to 6.00pmThe key accountabilities include:Complaints HandlingReact according to set standards in relation to customer complaintsResolve and handle complaints according to Service Desk Logistics KPI’sWork on A, B and C customer standardsArrange POD’s to be sent when requiredWork with Logistics to check stock for the correct products and transfer technical questions to the right colleaguesLiaise with the carrier to resolve delivery complaintsLog cases with the carrier to improve serviceArrange carrier claimsMonitor and create returns documentation when requiredCustomer CallsGain further information if required to resolve a complaintAdvise customer of any back order regarding complaint casesAdvise customers in regard to POD queriesBe able to respond to customer in a proactive way, understanding their sitatuion and being mindful of their perspectiveComplete customer resolution calls after each resolved complaintWorking with customers, other disciplines and departments within the Kramp GroupBuild sustainable relationships of trust through open and interactive communicationGo the extra mile to resolve complaintsContinually set a high standard of service and build relations with customer based on trustParticipate in quality meetings with Logistics & Internal SalesBuild value focused relationships with customersEnsure and increase customer satisfaction and create opportunities for KrampApply the right service levels to customersEnsure a fast and efficient way of workingProper use of phone, systems and applicationsWorking in line with procedures, commercial processes and guidelinesLooking at ways to improve efficiency and increase service levels through constantly reviewing current procedures and proccessesAwareness of your surroundings and phone coverThe ability to make some commercial decisions whilst taking into consideration value, cost and impact to the customer and KrampThe ability to recognize and create opportunities and to act accordingly than waiting passively for it to happenWorking in line with procedures, logistics and commercial processes and guidelinesAwareness of your surroundingsThe attitudes / behaviours you will show are :Relevant experience, minimum 2 years in outbound and inbound calls and or complaints handlingProduct knowledge is desirableGood knowledge of MS Office as well as CRM and affinity with other software programsTime management skillsOutstanding communication skills, written and spokenSolution-oriented, efficient and ability to work independentlyWillingness to take responsibilityResilient and self-motivatedCan do and flexible attitude/going the extra mileTeam workFlexibility in working hours and willingness to do overtime when there is a business need Benefits: Large staff Canteen, kitchen and changing facilitiesCompany eventsCompany pensionCycle to work schemeDiscounted or free foodFree on-site parkingHealth & wellbeing programLife insurancePrivate dental insurancePrivate medical insurance with access to GP appointments 24/7Profit sharingReferral programNo weekend workSite closed on all bank holidaysFree electric car charging on site for hybrid and EV vehiclesAccess to free personal development coursesAbout usWorking at Kramp means working with over 3500 international colleagues. The people at Kramp are enthusiastic, professional and involved.We speak our customers’ language, understand their challenges and earn their trust to exceed their expectations. Our promise “It’s that easy” is embedded in our culture and DNA.Working at Kramp means:… you belong here! Being part of our open business community… your work makes a difference! Have an impact on what matters… you will develop and realize! Learn and realize your potentialMore about Kramp: Do you want to join us?Send your application through the apply button below.Biggleswade (UK)
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