Customer Service Account Administrator Apprentice International Logistics Group Ltd

Learning every aspect of the Customer Service administration function to help support the service provided for named accounts by Key Account Executives/Managers. Assist with the coordination and provision of the documentation required by both the ILG operations team and the customer contact as appropriate.

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Closing date: 20 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

    30 Oct 2017

  • Date posted

    17 Aug 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001298360

  • Positions

    1 available

Job Summary:

Learning every aspect of the Customer Service administration function to help support the service provided for named accounts by Key Account Executives/Managers.  Assist with the coordination and provision of the documentation required by both the ILG operations team and the customer contact as appropriate.  Exceptional customer focus and a professional approach must be consistent to both external and internal customers.  Proactively look for process improvements, with a methodical and consistent approach. 

Job Content:

  • Work alongside the Account Administrators to provide the day to day back of house administration for the specified account.

To include:

  • Order file processing / client reporting / production of appropriate shipping and packing documentation
  • Provide additional telephone support as required
  • Assist Account Managers in the management and co-ordination of stock take and cycle counting activities to ensure the required level of service is provided to the customer
  • Actively support operational change whilst effectively minimising disruption to production and service
  • Assist Account Managers in maintaining and improving 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 the contract
  • Develop and implement processes and systems to enhance existing offerings
  • Regularly report to Senior Account Managers and Customer Service Manager on named accounts to highlight exception and success rates
  • Analyse and present delivery statistics ahead of client review in line with company brand guidelines
  • Create all necessary documentation for named accounts whilst keeping training material up to date and valid
  • Participate actively in continuous process improvement projects, seek ways to develop and maximise customer service levels
  • To carry out all activities in a manner that promotes safety to self and colleagues
  • Ensure all business and individual key performance indicators are met
  • Contribute actively to achieving departmental service level and targets
  • Undertake the Level 3 Business Administration Apprenticeship and complete the qualification within 12 months 

Performance Standards:

  • Order files processed in agreed manner and to the time lines specified in client SLA
  • Ensure all shipping documents are produced and reconciled accurately and shipping deadlines met
  • All client reports produced and submitted at agreed time frames
  • All customer issues escalated appropriately and immediately
  • Complaints investigated immediately
  • 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

 


Requirements and prospects

Desired skills

  • Skills and understanding of exceptional customer service standards
  • Strong MS Office skills
  • Methodical and organised ways of working
  • Good interpersonal skills to support all levels of customers
  • Strong team player
  • Enthusiastic and effective communicator

Personal qualities

  • Information Gathering
  • Problem Solving
  • Decision Making
  • Communication
  • Driving Continuous Improvement
  • Team Player
  • Flexibility
  • Achievement Orientated
  • Adhere to Procedures
  • Escalate when appropriate
  • Pro-active “can-do” attitude
  • Adherence to Core Values

Qualifications required

  • Educated to A-level or equivalent

Future prospects

Possible career progression.

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 the Level 3 Business Administration Related Apprenticeship Framework. 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


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Closing date: 20 Oct 2017