Customer Service Operations Support

Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Operations Support to join their well-established team. In this role, you will coordinate with multiple departments, manage deliveries, track performance, and ensure our customers receive a seamless service experience. Your attention to detail and ability to solve problems will be key to keeping our operations running smoothly.

Salary is between £26,000 to £28,000 depending on experience. Hours of work are 8:30am to 4:30pm Monday to Friday. Please note this is an office-based position.

Benefits include 31 days holiday including Bank Holidays, Paycare - A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice.

Your duties will include:

• Coordinate administrative processes and support departments across the business.
• Manage daily delivery reports, liaising with carriers, Customer Service, and warehouse teams to resolve issues.
• Track deliveries, obtain Proof of Deliveries (PODs), and manage claims, verifying carrier invoices for accuracy.
• Analyse carrier performance, identify trends, and prepare reports with actionable insights for senior management.
• Work closely with the warehouse to amend orders, run reports, and ensure accurate dispatch.
• Investigate delivery incidents, collate information, and provide data-driven reports to support operational improvements.
• Monitor stock levels, back orders, and works orders, providing updates to relevant teams.
• Schedule and coordinate deliveries with key customers.
• Manage returns and quality-related collections, monitoring carrier performance and providing detailed reports.
• Capture and analyse quality enquiries and returns, ensuring thorough investigations and reporting repeated issues.
• Prepare customs clearance documentation for Irish deliveries and returns.
• Handle sample requests, marketing orders, replacement orders, and internal orders across affiliated companies.
• Maintain accurate records by scanning and verifying documents for archival purposes.
• Support house accounts and assist in troubleshooting operational challenges.
• Cover switchboard overflow and provide support for Customer Service Advisors and Returns Coordinators.
• Undertake additional administrative tasks as needed to support the wider team.

As the Customer Service Operations Support, you will:

• Have previous experience working within a customer service or administration position.
• Be professional, personable, and detail-oriented with a commitment to excellence.
• Have strong organisational skills with the ability to manage multiple tasks efficiently.
• Be a proactive problem solver, adaptable, and able to work under pressure.
• Be an excellent team player who can also work independently.
• Be skilled in Microsoft Word, Outlook, and Excel; experience with Sage or similar ERP systems is a plus.