Customer Service Delivery Specialist in East Midlands Gateway

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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: £34,068.06Location: East Midlands GatewayHours: 40 hours per week, Monday to Friday 08:30 – 17:00Fixed Term Contract - Maternity Cover The role is instrumental in supporting the key account managers and our operations team in delivering the operational service to our clients. You’ll be the first point of contact for our clients, operations, and transport teams. Daily you will create reports for the clients which will include stock levels and shipment status which allows the clients to deliver exceptional service to customers. Your tasks 

Managing daily operational performance and KPI achievement

Manage inbound deliveries, outbound deliveries, returns, and the transfer of related information back to customers and resolve any related issues.

Lead and/or support internal and external weekly sync meetings and drive completion of relevant actions

Participate in monthly and quarterly client meetings, providing insight for all service-related matters.

Investigate and resolve any customer queries in line with their SLA

Manage operational and transport performance for launch events

Analyse information for weekly KPI reports and provide written investigation results and corrective action

Analyse scheduled cycle count data and follow up actions in line with customer requirements and agreed process

Maintain client-relevant performance reports including open orders, returns, and backlogs.

Support the preparation and compilation of data for monthly customer statements/invoicing (service statements, transport cost statements, Intrastat, transport overviews)

Provide operational data to support monthly invoicing processing

Identify and record VAS tasks performed and ensure costs are captured

Analyse client forecasting and highlight potential issues i.e. capacities or consumable volumes

To ensure that all claims for loss or damage are administered in line with the published process.

Complete daily/weekly carrier-related reporting. Investigate any problems and lead improvement opportunities.  Your profile You’ll be customer-focused with a proactive approach to problem-solving as well as:

Confident when dealing with complex multi-department situations.

Able to communicate effectively through both oral and written methods

Highly organised with the ability to prioritise workload and deal with conflicting priorities.

Analytical skills with the ability to translate the information into an easy-reading format.

Good PC skills, including, Microsoft packages, and has worked with SAP WMS and Power BI

Excellent stakeholder management  What we offer 

25 days annual leave plus 8 bank holidayswith 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 Profile

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