Terminal Estates Logistics Advisor

JOB TITLE: Terminal Estates Logistics Advisor

REPORTS TO: Head of Operational Efficiency

SUPERVISES: None

The Company

Retail Merchant Services (RMS) is a UK based payments services organisation. We have been in business for over thirteen years and currently employ over 250 colleagues.

We are on a mission to make our customers lives easier, giving these businesses the products, tools, and services that make it easier for them to be in control, and ultimately, to succeed. Whatever success means for them.

We do this by offering payment services to ensure businesses always make the sale. We also partner with ISVs (Independent Software Vendors) to provide additional services and products that help businesses unlock vital cash flow, drive additional revenue streams and bring them technologies that support their business ambitions.

About the Role

The Terminal Estate Logistics Advisor will work within the newly developed Operations Terminal Estates team under the Terminal Estates Logistics Manager. Working in a fast paced environment the person will be responsible for managing the terminal collection process feeding into the RMA return device programme.

Supporting the terminal ordering process, processing terminal upgrades and refurbishments.

The Advisor will also be responsible for monitoring terminal estate and account reviews inboxes, taking action as applicable and liaising with Partners. You will be required to communicate internally and externally and also meet service levels and lead times across the roles of responsibility.

Good communication, customer obsessed and interpersonal skills will be required as well as being highly organised, with attention to detail being key to this role. The person will work closely with the terminal supplies, ensuring orders have been completed on time and in full.

KEY RESPONSIBILITIES:

• Provide first class customer service and assistance to the Retail Merchant Services existing customer base

• Administering the terminal collection process for cancellations, upgrades and account closures

• Supporting the Terminal Logistics Manager and team to ensure terminal collections are completed within SLA

• Contacting customers to arrange collections and return of equipment

• Preparing the terminal recycling programme

• Placing terminal orders for the business

• Updating and completing RMA documentation and database upgrade for returns

• Processing upgrades and additional terminal orders

• Price change updates

• Monitoring and actioning logistic requests

• Undertake Account reviews and action as necessary

• Manage the daily requests received from couriers and Partners around the delivery process

• Monitor and respond to failed delivery notifications applying the company processes

JOB DESCRIPTION

• Processing swaps and undertaking relevant QA

• Train and assist other departments when required

• Undertaking clerical and data collection exercises

• Working within agreed

SLA's SKILLS & EXPERIENCE:

• Data entry experience

• Confident using IT software and systems

• Proven customer service experience

• Excellent communication and interpersonal skills

• Ability to work in a fast paced environment

• Organisational skills and ability to recognise when to prioritise

• Flexible and proactive when requested

• To be able to work in a team environment and also use your own initiative when appropriate

We are an agile, fast paced team and that sometimes means its 'all hands on deck' to achieve our Company goals.

Our Mindsets:

Customer Obsessed - We keep the people we are serving front and centre in the decisions we make, the products and services we deliver???In everything we do.

Pace - Debate, decide and do. We prioritise action knowing we are agile and can adjust on the move.

Heads up - We are aware of how our actions impact others and look out to the market to understand what our customers want and what our competitors are doing.

Restless for Improvement - We challenge the status quo and use experience, data, and insight to make things easier for our customers. We do not tolerate mediocrity and strive to make things better.