Customer Service Account Administrator Apprentice International Logistics Group Ltd

Within this role, you will be responsible for all administrative functions within the Fulfilment Division, acting as a support function to underpin the service provided by the Account Executive and Account Management teams.

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Closing date: 13 Oct 2017

Apprenticeship summary

  • Weekly wage

    £307.69

  • Working week

    Monday to Friday 9am to 6pm

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    23 Oct 2017

  • Date posted

    05 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001293059

  • Positions

    1 available

Job Content:

  • Responsible for day-to-day administration for the specified accounts. To include: order file processing / client reporting / production of appropriate shipping and packing documentation
  • Responsible for booking and managing 3rd party collections with all ILG’s carriers
  • Responsible for managing, making and co-ordinating deliveries for slot time customers and arranging the relevant transport in order to meet the allocated date and time
  • Ensure all slot time deliveries are billed on to the relevant client and any costs are updated to reflect the actual cost to ILG
  • Responsible for raising and completing claims & tracer forms with carriers in the agreed timeframe and taking ownership until completion.
  • Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA
  • Provide detailed information when requested to the nominated Account Managers/Executive
  • Provide additional telephone support as required
  • Actively support operational change whilst effectively minimising disruption to production and service
  • Maintain and improve performance levels to ensure that all elements of the client SLA are met
  • Responsible for communicating any issues/information that may impact the delivery of service
  • Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts
  • Ensure all business and individual key performance indicators are met
  • Contribute actively to achieving departmental service level and targets
  • Responsible for managing live chat, dealing with any inbound queries and passing these onto the relevant departments within agreed timeframes

Performance Standards:

  • All client collection requests managed and booked and billed within the agreed time frames
  • All client reports produced and submitted at agreed time frames
  • All customer issues escalated appropriately and immediately
  • Complaints investigated immediately and escalated where required
  • Adherence to procedures and where they need to be put in place, development of required procedures
  • Provision of adequate phone and account cover at all times
  • Ability to communicate professionally, efficiently and tactfully with external and internal customers through written and verbal communication
  • Research and resolve both written and telephone queries, producing accurate written data where required
  • Support and develop relationships with all areas of the business to communicate, understand all relevant information

KPI’s:

  • 100% documentation accuracy
  • Administration activity timelines met
  • Completion of objectives
  • Reports issued by agreed SLA
  • SLA account rules adhered to

Requirements and prospects

Desired skills

  • Problem Solving
  • Driving Continuous Improvement

Personal qualities

  • Strong verbal and written communication to both internal and external customers at all levels
  • Skills and understanding of exceptional customer service standards
  • Excellent organisational skills and methodical way of working
  • Time management
  • Excellent MS Office skills
  • Information Gathering
  • Attention to detail
  • Team Player
  • Flexibility and adaptability
  • Pro-active “can-do” attitude

Qualifications required

  • No formal qualifications required

Future prospects

Upon completion of Apprenticeship salary will rise to £18,000.

About the employer

Approximately 100 businesses outsource their fulfilment to ILG. Each client has a service level agreement (SLA) specifying the services that we provide for them. Services vary depending on the client, however in general we book their products into our warehouse through our goods in department, we control their stock levels, receive orders from their customers, we then pick the products ordered accurately, pack them in accordance with SLA and dispatch them using the most appropriate carrier.

Employer

International Logistics Group Ltd

Address

Logistics House Unit A

Birches Industrial Estate

East Grinstead

RH19 1XZ

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Training provider

The successful applicant will study either the Level 2 or Level 3 Business Administration Related Apprenticeship Framework depending on prior skills and qualifications. This includes Health and Safety, Roles and Responsibilities and a Technical Certificate. Candidates that do not hold GCSE Grade C or equivalent in Maths, English and ICT will be required to sit Functional Skills in these subjects.

Apprenticeship framework

Business and Administration

Training provider

Greater Brighton Metropolitan

Applications for this apprenticeship are being processed by Northbrook College

Contact

Angela Crane 01903 273126 a.crane@nbcol.ac.uk


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Closing date: 13 Oct 2017