Outbound Coordinator, London (SPS2756)
London Tube Station:London Bridge – Zone 1
Reports to:London Distribution Manager
Pay:Dependent on experience
Hours:40 hours per week
Closing Date:27th May 2022
Applicants:Internal & External
We are looking to recruit a professional, self-motivated individual for our role within a professional services firm. The Outbound Coordinator will schedule all inbound/outbound shipments, striving to keep shipping costs low, coordinate and complete mailings, serve customers on our front desk together with other electronic request systems and ensure the Connector Service is run with exceptional service levels. The successful candidate will be responsible for prioritising correctly, monitoring the delivery of all items and ensuring that we have accurate and auditable records.
This is an office based role with working hours on a shift pattern of 8 hours a day 7am-7pm Monday-Friday. You may be required to work in both London offices.
DUTIES AND RESPONSIBILITIES:
Having exceptional customer service skills and being able to balance multiple priorities and deadlines.
Having a high standard of written and verbal communication skills to be able to speak with customers giving them the correct answer at the first time of asking and within suitable timescales.
Being the first point of contact in finding items that are missing and organising investigations to locate items.
Collaborate and communicate with Logistics Operators, suppliers, and others involved in the shipment and receipt of products.
Being the SME on all aspects of mail and distribution to be able to advise customers on the best method for their request.
Processing all requests from ServiceNow for couriers, booking the most cost effective method for the customer which meets their requirements, via courier partners.
Daily reporting on all outbound items shipped so that we have a full audit trail on deliveries that are delayed or missing, communicating with end customers on ETA status of delayed items.
Investigate with the appropriate supplier if there are delays on shipments and report to the Distribution Manager on the course of action that is to be taken.
Daily reporting on volumes of inbound items for the MMR.
Considering the right times to send print jobs for mailings and The Connector to the print room via ServiceNow and liaising with the print room on the job.
Affix proper postage to each item in preparation for shipping via the Royal Mail franking machine, Click and Drop, manual Specials, CN22, AWB, Globalmail or Whistl.
Producing correct postage details and booking the correct method for DDP and DAP and affixing to items for international couriers to comply with new Brexit mailing requirements.
Assisting with packaging items up in suitable containers to enable them to be shipped externally.
On rotation with other team members, work on the Service Solutions desk and assist with customer requests for couriers, package collection, printing collection, stationery requests and luggage storage.
Auditing packages held at Service Solutions to chase customers to collect.
Monitoring Connector requests and forwarding to relevant team or printing and delivering business critical documents as requested to Partners & Directors.
Ordering stationery on SRM system and uniforms for the national team as requested.
Updating stationery and uniform order information to the Logistics Operators and wider national team that they can review deliveries and their status. Keeping the tracking data up to date so that we can contact suppliers if there are elements missing.
Providing annual leave cover for the ‘Specials’ stationery ordering process.
Printing and mailing letters received through the Central Fulfilment request portal and assisting colleagues with double checking the accuracy of these mailings together with reporting requirements.
Processing and distribution of HSE requests to include eye test vouchers, first aid kits and PPE.
Assisting with any One Team requests that come from our client within the requested timeframes.
Provide cover for the Loading Bay where required.
Building relationships with customers, our client and One Team members, including attending One Team meetings.
Ensure all operational procedures are followed and that all health and safety requirements are adhered to.
Protecting document confidentially for our client.
Maintaining a clean and safe working environment.
Completing any other reasonable ad hoc requests that may be given by a manager.
The ideal candidate will display knowledge and experience of the following:
* Technically proficient in the use of MS Office and Google Suite
* Excellent written and verbal communication skills
* Customer focussed approach to work with the desire to develop and maintain excellent customer relationships
* Ability to handle customer requests calmly and effectively when under pressure
* Detail oriented and organised with great attention to detail
* Minimum 2 years of experience in a customer service environment
* Knowledge of booking couriers/mail services on different supplier platforms
* Working with confidential, sensitive and personal data and how to handle it correctly
* Good communication skills capable of delivering information clearly to others
* Ability to prioritise and manage peak service demands
* Ability to work in a team and individually
* Working accurately, under pressure, to tight deadlines.
* Self-motivated and calm under pressure
* Able to plan ahead and exercise good judgement to make logical decisions
* Ability to multi-task and balance competing deadlines
* Forward thinking and able to bring ideas and suggestions forward as to how we can improve our services
* Has drive and enthusiasm, taking responsibility and ownership for their work
* Excellent punctuality and attendance
N.B. All roles will be expected to undertake manual handling duties within their physical capabilities. It is therefore, essential that if you have a disability which will limit your ability to undertake this type of work, you alert us at interview to this.
Swiss Post Solutions ensures equal employment opportunity to all employees and applicants without regard to race, colour, religion, gender, sexual orientation, national origin, ethnic background, age, marital status, physical or mental disabilities, or any other characteristic protected by law. Our policy extends all phases of the employment process, including recruitment, selection, transfer, training, restructuring, promotion and compensation
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