Customer Service Delivery Manager

Arvato SCM UK Ltd · Direct employer

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world

Salary: £37,000 Location: Corby Hours: 40 hours per week, Monday to Friday  

Drive customer success at Arvato!

The Customer Service Delivery Manager is a critical position within our service teams. The role is pivotal in working in partnership with our clients to provide the best supply chain experience possible. The role will report into the Account manager and oversee one of Arvatos largest clients with 1 direct report- the team of 3 will support all client questions and queries relating to operational and logistical issues via tickets, emails and occasional calls.

Your tasks
  • Providing updates and information on inbound/outbound deliveries, returns and  information back to customers and resolving any logistics related issues.
  • Support internal and external weekly sync meetings and ensure actions are completed.
  • Manage the preparation and implementation of monthly and quarterly client meetings, providing insight into all service-related matters.
  • Work with nominated clients to develop an understanding of their needs and ensure they are met.
  • Liaise with other Arvato departments to progress any ad hoc operational and transport requirements.
  • Point of contact for internal and external escalations where you will recognise, investigate, resolve, and communicate queries in line with the customer SLA’s.
  • Manage operational and transport performance for launch events or continuous improvement projects.
  • Analyse data for KPI reports and provide written investigation results and corrective action plans
  • Analyse and report on any transport-related queries that have resulted in a cost to the business.
  Your profile
  • Customer Services experience within a Logistics, manufacturing or distribution background
  • WMS system experience or SAP knowledge desirable
  • Excellent team player and also be able to take individual accountability
  • The ability to want to solve issues and offer solutions
  • Excellent verbal and written communication skills
  • The ability to prioritise tasks and deal with issues accordingly
  • Good PC skills, including, Microsoft packages and has worked with SAP WMS and Power BI
    What we offer • 25 days annual leave plus 8 bank holidays with the option to purchase up to an additional 5 days • Pension contribution • A life assurance policy that pays out 4 x Salary • Employee Assistance Programme that provides you with confidential support, information, and advice to help you • Employee Discount Scheme through Benefit Hub • Free Parking

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