Customer Service Operations Support

Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Operations Support to join their well-established team. In this role, you will coordinate with multiple departments, manage deliveries, track performance, and ensure our customers receive a seamless service experience. Your attention to detail and ability to solve problems will be key to keeping our operations running smoothly.
  
Salary is between £26,000 to £28,000 depending on experience. Hours of work are 8:30am to 4:30pm Monday to Friday.  Please note this is an office-based position.
 
Benefits include 31 days holiday including Bank Holidays, Paycare - A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice. 
  
Your duties will include:

Coordinate administrative processes and support departments across the business.
Manage daily delivery reports, liaising with carriers, Customer Service, and warehouse teams to resolve issues.
Track deliveries, obtain Proof of Deliveries (PODs), and manage claims, verifying carrier invoices for accuracy.
Analyse carrier performance, identify trends, and prepare reports with actionable insights for senior management.
Work closely with the warehouse to amend orders, run reports, and ensure accurate dispatch.
Investigate delivery incidents, collate information, and provide data-driven reports to support operational improvements.
Monitor stock levels, back orders, and works orders, providing updates to relevant teams.
Schedule and coordinate deliveries with key customers.
Manage returns and quality-related collections, monitoring carrier performance and providing detailed reports.
Capture and analyse quality enquiries and returns, ensuring thorough investigations and reporting repeated issues.
Prepare customs clearance documentation for Irish deliveries and returns.
Handle sample requests, marketing orders, replacement orders, and internal orders across affiliated companies.
Maintain accurate records by scanning and verifying documents for archival purposes.
Support house accounts and assist in troubleshooting operational challenges.
Cover switchboard overflow and provide support for Customer Service Advisors and Returns Coordinators.
Undertake additional administrative tasks as needed to support the wider team.   
As the Customer Service Operations Support, you will:

Have previous experience working within a customer service or administration position.
Be professional, personable, and detail-oriented with a commitment to excellence.
Have strong organisational skills with the ability to manage multiple tasks efficiently.
Be a proactive problem solver, adaptable, and able to work under pressure.
Be an excellent team player who can also work independently.
Be skilled in Microsoft Word, Outlook, and Excel; experience with Sage or similar ERP systems is a plus