Assistant Customer Service & Administration Manager

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice

We are looking for a highly dedicated Assistant Customer Service & Administration Manager to be based at our Wellingborough site.

The position holder will effectively support the Customer & Administration Manager in the effective day to day management of the customer service and administration functions, ensuring the delivery of exceptional customer service, procedural compliance, and achievement of operational service level agreements.

• Salary of £37,500 - £40,000 per annum (DOE)
• Individual health cover
• Free Eye Test *
• 25 days’ holiday (excluding bank holidays) and 5 days of Volunteer Leave per year
• Opportunity for Unpaid Leave
• Up to 10 days international remote working*
• Critical Illness Cover
• My Strength Wellbeing App
• Free online Fitness Platform, i.e. Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
• On-Site Mental Health First Aiders
• Employee benefits, i.e. Free eye test*, up to 25% off gym membership, high street vouchers
• Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service, Karo Health, Health Cash Plan
• Tailored development and career opportunities

• Customer Focus
• Support and maintain good customer relationships with internal and external stakeholders, to ensure the contract is effectively managed within SLAs.
• Ensure all customer enquiries and queries are professionally responded to in a timely manner, communicating potential issues to the CS & Admin Manager at the earliest opportunity.
• Support the provision of data for statistical analysis reports as required.
• Compliance
• Ensure all standard company and customer procedures are adhered to reviewing and identifying opportunities to improve efficiency and accuracy and implementing change as appropriate.
• Monitor costs in line with budgetary expectations.
• Teamwork/ Creating Better Connections
• Manage and monitor levels of performance through delegation and objective setting, ensuring appropriate training and mentoring is provided.
• Develop and maintain current working relationships with all stakeholders, ensuring a professional standard of communication in a timely manner, building trust & confidence.
• Ensuring all company procedures are adhered to in a fair and consistent manner including absence, performance, standards of behaviour, PDR processes. Supporting investigations and disciplinary processes as required.
• Develop a good understanding of associated internal departments ensuring high levels of collaborative working and support as necessary.
• Health and Safety
• Ensure all health and safety procedures are adhered to, including PPE, escalating any concerns to Site Management at the earliest opportunity.
• Continuous Improvement
• Ensure remedial actions taken to address customer queries are appropriately feedback to the team.
• Using problem solving and continuous improvement techniques, constantly look for procedural improvements that will drive efficiency or customer satisfaction.
• Develop an environment within the team of continuous improvement and engagement.

• Good level of education up to GCSE or equivalent experience required
• Demonstrable experience of managing a comparable Customer Service / Admin team within a fast-paced logistics, manufacturing or…