IT Operations Analyst
Role details
Job location
Tech stack
Job description
We are hiring an a Customer Service Analyst to join our Customer Service team. Our Customer Service team plays a central role in building strong relationships with our distributors, retailers and consumers. We're looking for a customer-focused, analytical thinker to join the team and to provide excellent service and measurable business improvements.
This role is based in our Uxbridge office (UB8) on a Hybrid working pattern (3 days per week in the office 2 days work from home).
Please note this role will require full UK right to work as this role is not sponsored.
Role Functions.
- Manages customer needs with a strong sense of urgency.
- Ensures timely execution of objectives and priorities within assigned responsibilities.
- Participates in the timely closure to cross-department issues; uses work-flow and decision matrix to guide appropriate actions.
- Achieves on time metric for export documentation packets.
- Supports and communicates with account managers to ensure timely and accurate shipment of customer documentation packets.
- Responds efficiently and effectively to internal and external customer correspondence through telephone, email or formal written communication; escalates more complex issues when necessary.
- Tracks and documents the completion of Export Documentation for all UK Export Orders.
- Works with Defra/ The Rural Payments Agency to maintain Compliance of Export documentation.
- Generates and reviews Export documentation for UK export orders.
- Coordinates with customers, 3PL's, 3rd party bottlers in multiple countries and Global Supply Chains to support the flow of information relating to customers orders.
- Assists with routine to complex customer orders, inquiries, and/or complaints covering items or products ordered (EDI and manual) in line with pre-defined customer service process controls and metrics.
- Orders stock from the central warehouse as per the order requests.
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Requirements
- Bachelor's degree plus 1 year of customer service, operations management, supply chain logistics or finance experience reflecting increasing levels of responsibility; OR High School diploma or 4 years of customer service, operations management, supply chain logistics or finance experience reflecting increasing levels of responsibility.
- Experience in processing orders, invoicing, shipping documentation or transportation coordination.
- Skilled in the use of MS Word, Excel and Outlook at an intermediate level.
Benefits & conditions
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