Customer Services Team Member

• full time

£23,795 to £26,500 DOE

Wigan WN4 8DE

Job Purpose

A first responder on contact into 3PL ensuring each contact receives a competent, professional, and friendly response. Gather information, through listening and questioning when capturing details to be able to make informed decisions and provide appropriate responses to client requests whilst ensuring all contacts are accurately recorded onto the CRM system. You’ll be developing strong internal and external facing working relationships and whilst always maintaining an excellent standard of client communication.

Person Specification

As a Customer Services Team Member you will need attention to detail and be a ‘completer-finisher’ whilst also possessing the foresight to proactively spot and eliminate potential issues before they arise. Using your proven problem-solving skills, you will implement the necessary measures to ensure high standard of service is always maintained.

• The ability to work collaboratively as part of a team as well as on an individual basis.
• Demonstrate personal standards alongside business values.
• Experienced & professional approach to all aspects of work.
• Well organised and disciplined, whilst remaining flexible and tenacious.
• Reliable, dependable, open, and trustworthy.
• Self-motivated, energetic & enthusiastic.

Key Responsibilities and Duties

The role is varied and the duties below are not exhaustive:

• Coordination and retention of your client portfolio
• Respond to queries on our helpdesk software platform
• General office type duties including first receiver for inbound calls and visitor support
• Supporting your line manager to ensure daily and monthly KPI’s are administered in a timely manner
• Liaise with carriers including POD validation, collection and returns
• Liaising with Operational Management to recommend workable solutions to service level recovery programs and new initiatives (service improvement, corrective measures, ad-hoc solution design)
• Build positive working relationships with colleagues and clients.
• Trouble shooting and problem solving

Education and experience

• Previous experience in a client services helpdesk role
• Sector exposure in any of the following retail/ecommerce/ fulfilment/logistics
• Possessing knowledge of how Third-Party Logistics works
• Experience of using technologies e.g., CRM, Web Portals, etc.

Skills and Knowledge

• Good interpersonal and communication skills (both verbal and written).
• Relationship building skills
• Ability to work under own initiative, and self-motivated
• High level of competence in use of Microsoft Office products

Our Story

From its inception in 2006, our founding vision was to build a company that specialised in providing fulfilment & delivery support to aspiring retail brands offering exceptional quality of service and value for money. In realising such a vision, the customer would be at the heart of everything and would enjoy a service experience that was second to none. To that end 3P Logistics (3PL) was born.

Today, the company that began as a 2 head 10,000 sq. ft operation has now become one of the fastest growing privately owned fulfilment & delivery businesses in the UK realising a growing reputation underpinned by sustainable year on year sales growth. As a fully integrated 3PL the Company also provides an extensive range of valued added support functions that further complements its award-winning offering.

What we offer:

• Remuneration: A competitive salary, and pension (dependent on experience and your geographic market benchmark), and plenty of opportunities to grow from there.
• Trimmings: Our Medicash and Bright HR benefits platform offers a variety of discounts across wellbeing and lifestyle. In addition, you get to access a range of exclusive discount codes from some of the fantastic retail brands we work with.
• Annual Leave: 21 days of paid annual leave plus public holidays, and your birthday off on us. We want you top of your game and that means rest.
• Growth and development: From day one, our investment in your learning, development, and career progression is a top priority. And with the rate we are growing at, there are plenty of long-term career opportunities where talent is identified.
• Fun & supportive team: We prioritise high autonomy, and collaboration primarily. We also host regular team social events.
• Culture & engagement: Our approach to culture encourages transparency, ownership, and honesty. We have no room for toxicity, bureaucracy, and micro- management, here at 3PL.

Next Steps

If you believe you have the personality, the experience, the skills, and the drive to succeed at 3PL please send us your CV. Start the journey to join us here at 3PL and make ship happen!

Please note due to the large volume of applications we receive for these roles, if we have not contacted you within 21 days then, unfortunately, your application hasn’t been successful, however, we may contact you regarding other roles and we wish you all the best in your job search.