Purpose:

The role will be shift based, 7:30-19:30, Monday-Sunday with a 4 day on, 4 day off rota.

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

-Supporting operations & Supply chain teams with failed order resolution

Main Duties & 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 Zendesk system to ensure all queries are managed through to completion in line with agreed SLA's

* Root cause identification logged against the case in Zendesk

* 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

Knowledge, Skills, Qualifications and Experience:

- Microsoft Office

- PC Literate

- AS400

- Web based ordering systems

- Educated to at least GCSE level with Maths & English as a minimum (Essential)

- Customer service / case handling (essential)

- Field services 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 (plus 8 statutory Bank Holidays)

* Holiday buy-back scheme (5 additional days available)

* 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

* Cycle to work scheme

* Professional Membership and Study Sponsorship

* Pass scheme (£100 to undertake training of your choice)

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.

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.

TVS have signed the Armed Forces covenant and are a forces friendly employer