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Supply Chain Operations Coordinator
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Supply Chain Operations Coordinator
Supply Chain Operations Coordinator
The location of the role is Darlington (hybrid working). The duration of the contract is 12 months. The pay rate on offer is £165 per day (via Umbrella agency).
The client is a market-leading telecoms organisation.
Role Summary
The Supply Chain Support team are a multifunctional team that manage more than 100 different processes related to inventory and logistics, both forward and reverse. This team offers valuable knowledge and assistance in supply chain management and reverse processes to support our customer-facing teams such as Customer Service, Retail, Corporate/SME, Insurance and Indirect teams. They also work closely with other key areas of the business, including Product and Partnership Management, Procurement and the wider business Supply Chain.
We offer a service to help manage customer queries related to Supply Chain activities, such as processing orders and returns, managing stock and courier claims. We focus on providing great service, recovering assets and managing financial risks.
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Key accountabilities of the role
- Maintain quality standards and KPIs in all work completed, including indirect return requests, customer returns, warehouse actions, and customer emails within SLA
- Provide excellent customer service with issue resolution through experience, common sense and best use of process and guided by policy and procedures
- Promptly handle enquiries via email, tasks, or calls, including return stock processing, delivery queries, equipment charges, order errors, delivery claims lost/stolen/missing, potential fraud, and stock/order processing
- Communicate effectively with external partners and internal advisors while adhering to processes and guidelines.
- Manage exchange stock for returns and failed deliveries, adjusting customer accounts as needed.
- Monitor supply chain systems and processes, reporting issues promptly and providing feedback on process improvements, ensuring good customer experience and cost efficiency.
- Proactively work with internal/external parties to manage outbound deliveries, adhering to customer requests and agreed SLAs
- Protect customer confidentiality completing all verification checks
- Have a good operational knowledge of appropriate systems, policies and processes
- To demonstrate the behaviours of personal, simple and brilliant by reporting potential areas of process and customer experience improvement
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Key skills and experience
- Ability to empathise with customers and ensure high-standard resolutions.
- Ability to balance KPI’s to effectively resolve queries without escalation.
- Collaborate effectively with peers, internal and external stakeholders to achieve goals.
- Effective communication skills with proven ability to clearly articulate and listen actively.
- Experience handling personal and confidential data whilst ensuring a high level of accuracy.
- Knowledge of Supply chain & customer processes.
- Demonstrated resilience and adaptability, open to change to challenging workload volumes at busy times and experience in self-managing workload and priorities.
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