Role: Service Delivery Coordinator Department: Service Delivery Location: Chorley Reporting to: Service Delivery Team Leader Hours of work: Working 5 days on, 3 days off Monday - Saturday working between 07:00-18:00 on a rotary basis (2 shift patterns: 07:00-15:30/ 09:30-18:00) Sunday & Bank Holidays working 09:00-16:00 Contract type: Permanent Purpose: As a Service Delivery Coordinator, you will play a vital role in managing customer service operations for a diverse range of current clients at our Chorley Head Office as well as supporting calls and email queries for a new big client into Banbury. You will be the primary point of contact for our customers, handling a variety of tasks including issue resolution, collection arrangements, credit processing, case management, SLA & KPI management and managing claims for lost packages. This position requires a strong focus on customer service, excellent communication skills, and the ability to coordinate across multiple departments and systems to ensure timely resolution of customer queries and challenges. Main Duties & Responsibilities: - CRM Management: Use our CRM management system to log, track, and update customer inquiries, ensuring all data is accurately recorded and managed for effective resolution. - Customer Communication: Manage customer interactions via phone and email, ensuring clear, professional communication and maintaining positive customer relationships. - Arranging Collections and Raising Credits: Coordinate collections for returns or damaged goods and raise credits as needed to resolve customer concerns regarding invoicing or deliveries. - Handling Lost Packages: Conduct investigations for lost packages in collaboration with our third-party carriers. Raise claims forms and follow up on the status to ensure prompt resolutions. - Cross-department Collaboration: Work closely with internal departments (such as logistics, finance, and operations) to resolve issues raised by customers, ensuring timely and accurate solutions. - Client Knowledge and System Familiarity: Gain in-depth knowledge of up to 19 client accounts, learning their individual processes, preferences, and requirements. Navigate and manage 4 different systems and follow the procedures outlined in the new training matrix to effectively address customer needs. - Support of new client take on – supporting unblocking issues, liaising with DC operations to resolve issues - Employee of the month reward Knowledge, Skills, Qualifications and Experience: - Customer Service Experience: Proven experience working within a customer service environment, handling difficult customers and challenging queries. - Problem-solving Ability: Strong drive and determination to deliver excellent customer service, with evidence of going above and beyond to resolve issues and exceed customer expectations. - Transport Handling: Experience in transport handling is an advantage, particularly in managing logistical challenges and resolving issues related to delivery or shipment. - Strong Communication Skills: Confident and professional in communicating with both customers and internal teams. The ability to remain calm and effective under pressure is essential. - Willingness to Learn: Demonstrated ability to learn new systems and processes quickly and effectively, with a proactive attitude toward acquiring new knowledge and skills. Attributes: - Strong problem-solving skills and ability to handle multiple tasks simultaneously. - High level of attention to detail, ensuring that all customer interactions and records are accurate. - Ability to work independently and as part of a team to meet goals and objectives. - A positive, customer-focused attitude with a passion for providing exceptional service. 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) Enhanced parental leave 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