Location
Oxford, Oxfordshire | United Kingdom
Job description
Fulfilment Agent
Oxford - OX2 0BY
Pay rate: £12 per hour
Shifts: Monday to Friday 08:00am - 17:00pm
Your responsibility as a Fulfilment Agent would be to report into the Transport Planning shift lead, you will work closely with the schedulers, customer services and distribution teams to ensure communication lines are clear and strong with all parties working towards the same result.
You will also work with the Customer Service Team, you will be the primary point of contact for external customers via the phone and in written correspondence, directly resolving matters on first contact where appropriate.
Key responsibilities will include:
- Undertake risk assessments and makes quick decisions in a pressured environment to resolve a call
- Work to set quality standards, targets and service levels within a real time environment to deliver and enhance personal and departmental performance
- Maintain accurate records by logging and tracking all calls in the CRM system
- Ensure that own knowledge is kept up to date and retained to enable correct information to be provided to customers and colleagues
- Adapts quickly and confidently to changes to processes and information provided
- Use skills and experience to handle calls with vulnerable customers with empathy and resilience
- Undertake administration of customers' accounts ensuring requirements are processed in a timely and accurate manner
- Be receptive to complaints or problems, and resolving the complaints within given parameters
- Be able to work and co-operate as part of a team, assisting and supporting colleagues
- Identifying, highlighting and escalating any service-related issues
- Liaise between customer services and distribution providing regular updates on customer run outs, vehicle breakdowns and driver's absenteeism
- Analyse and report the progress of the distribution plan, highlighting any challenges to senior management across Operations and Sales
- Continually improve master data improving customer experience and efficiency communicating with the National Distribution teams updating customer data and completing driver debriefs
- Decision making that requires changes in schedules balancing customer experience, operational efficiencies, and potential revenues through fulfilled orders.
- Contribute to the Fulfilment Safety agenda reducing the risk to our drivers, considering planning alternative routes based on incident & monitoring of driving performance, improving customer master data about customer premises, and planning of driver breaks etc, supporting Health & Wellbeing
As such we would like you to have/be:
- Have excellent communication and relationship building skills and demonstrate real care about the customer through a consultative and listening approach
- Have a strong sense of ownership and take pride in your work
- Be well organized and able to work under pressure
- Able to work in an environment of high volume of calls
- Strong IT skills with a sound knowledge of SAP desired but not essential as full training will be given
- Process driven with attention to detail
- Logical thinker and methodical problem solver
- Collaborate & ability to influence others
Job tags
Salary
£12 per hour
