Customer Service Account Administrator Apprentice

Job Content:

• Responsible for day-to-day administration for the specified accounts. To include: order file processing / client reporting / production of appropriate shipping and packing documentation
• Responsible for booking and managing 3rd party collections with all ILG's carriers
• Responsible for managing, making and co-ordinating deliveries for slot time customers and arranging the relevant transport in order to meet the allocated date and time
• Ensure all slot time deliveries are billed on to the relevant client and any costs are updated to reflect the actual cost to ILG
• Responsible for raising and completing claims & tracer forms with carriers in the agreed timeframe and taking ownership until completion.
• Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA
• Provide detailed information when requested to the nominated Account Managers/Executive
• Provide additional telephone support as required

• Actively support operational change whilst effectively minimising disruption to production and service
• Maintain and improve performance levels to ensure that all elements of the client SLA are met
• Responsible for communicating any issues/information that may impact the delivery of service

• Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts

• Ensure all business and individual key performance indicators are met

• Contribute actively to achieving departmental service level and targets
• Responsible for managing live chat, dealing with any inbound queries and passing these onto the relevant departments within agreed timeframes

Performance Standards:

• All client collection requests managed and booked and billed within the agreed time frames
• All client reports produced and submitted at agreed time frames
• All customer issues escalated appropriately and immediately
• Complaints investigated immediately and escalated where required
• Adherence to procedures and where they need to be put in place, development of required procedures
• Provision of adequate phone and account cover at all times

• Ability to communicate professionally, efficiently and tactfully with external and internal customers through written and verbal communication
• Research and resolve both written and telephone queries, producing accurate written data where required
• Support and develop relationships with all areas of the business to communicate, understand all relevant information

KPI's:

• 100% documentation accuracy
• Administration activity timelines met
• Completion of objectives
• Reports issued by agreed SLA
• SLA account rules adhered to