Job Description

Are you an organised person, who has the ability to work in a fast-paced environment whilst delivering exceptional customer service?

We currently have an exciting opportunity to join our Customer Services team in Parcelhub, Colwick Quays as a Customer Implementation & Experience Support. 

As a member of the team, you will be responsible for maintaining customer satisfaction through a variety of functions including reporting, carrier liaison and process management. You will be dealing with queries from both our customers and internal departments around parcel delivery and customer satisfaction. The role is to provide administration support and customer focussed query resolution via a centrally managed mailboxes as well as internal and external systems.

To excel in this role, you will have a strong customer focus combined with a good knowledge of data manipulation, as well as the ability to work to tight timelines with accuracy. You will also be able to multi-task to provide support for various departments including Sales Administration, Customer Services and the Warehouse Team.

Key duties:

  • Implementation support for onboarding new customers
  • Pricing for yearly increases from each carrier to include the updating of all internal databases
  • Setting up of new accounts with the relevant couriers, including all contract and account service mapping
  • Reports run for the various Carriers, Including, POD’S, Volumes, and service types
  • Maintaining Database to include all pricing and customer information
  • Booking and reporting on all Third-Party collections
  • Using Mail Chimp for Customer Comms
  • Offsite Customer Collections Management
  • Various Carrier SLA and Customer Services Reporting
  • Dangerous Goods Management
  • Customs Clearance Queries
  • Returns Management
  • Keywords: Customer Implementation | Experience Support | Customer Service | Administration | Returns | Logistics | Reporting | IT Literate | Telephony | Supplier Relationship Management | SLAs | CRM | Onboarding | Process Management | Returns Management | Mail Chimp | Communication

    Required Skills

  • Self-motivated, diplomatic and reliable
  • Enthusiastic and effective team member
  • IT Literate – Excel and Word skills
  • Strong organisational, communication and interpersonal Skills (both written and verbal)
  • Ability to manage workload and prioritise effectively
  • Experience within the industry would be advantageous but not essential
  • About The Company

    Whistl  are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

    Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.

    Due to the nature of our business, this role may be subject to a basic DBS check.

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