Job Description

Company presentation

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Once started as a local Dutch and Belgium logistics provider for companies in the fashion industry, we have grown into an award-winning international 3PL logistics company serving many renowned brands across various consumer goods industries. We leverage our experience and knowledge built over many years, passed from team member to team member, and expanded our activities ever since. Despite our growth and substantially larger business size, we have always kept our spirit of an agile entrepreneur, drive to excel, passion for logistics and culture of putting people first since 1862.


Do you believe your work can make a difference in other people's lives and contribute to an organisation's and its customers' success? At Bleckmann, we do.


Do you want to become part of an international and diverse team? If the answer is yes, then Bleckmann might be the right fit for you.


We are looking for a Senior Customer Services Representative to work at our site in Tornado. The role is Monday to Friday, 37.5 hours but some flexibility is required to support peak times. The salary is up to 34,335.80.

Function

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Main purpose of job

Responsible for overseeing a broad range of customer service tasks, assisting with the training of new team members, and performing administrative duties at a high level. You will also serve as a point of escalation for complex issues, work closely with other departments, and contribute to continuous improvement efforts within the customer service department.

Key tasks and responsibilities

Working closely with the wider Customer Services Team:


Demonstrate in-depth knowledge of all customer service functions, executing tasks at a high level of proficiency. Assist in the onboarding and training of new customer service team members, providing support and guidance as needed. Perform high-level administrative tasks, including but not limited to: ? Maintaining orders in the warehouse management system. ? Conducting fraud checks on orders held in Shopify. Addressing and correcting shipping issues (e.g., address fixes). Monitor and flag potential issues on the website, app, or within the Gorgias platform. Leverage prior knowledge to suggest and implement improvements, such as new macros, policy updates, and resolving recurring customer inquiries. Serve as an escalation point for complex or difficult customer service tickets, ensuring timely and effective resolution. Liaise with other departments to relay relevant customer feedback and ensure cross-functional collaboration. Participate in regular White Fox AU team meetings to review department performance, trends, and opportunities for improvement. Maintain confidentiality in all aspects of the role, handling sensitive customer and business information with discretion.

Profile

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Essential Skills/ Qualifications

A proven track record of supervising the management of a team A Proven track record of customer account management or logistics background

Agilities

Change Mindset -

You embrace change, understands the rationale for change and are confident working in a changing environment. You display a positive can-do attitude.

Operational Focus

- You consistently deliver core processes while looking for opportunities to improve. You demonstrate attention to detail and concern for accuracy.

Personal Development

- You can clearly describe your personal career aspirations. You take accountability for your own development though a clear development plan. You demonstrate a desire to learn new skills.

Strategic Thinking

- You understand the organisations goals and how you contribute towards achieving them.

Influence

- You influence your work and colleagues in a positive and constructive way.

Inspirational Leadership

- You engage with others and have a respectful way of communicating.

Proposal

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Our people are at the heart of what we do. They are critical to our client's successes and without a doubt, to our success also. This is why we offer a range of benefits including:


Competitive salary

33 days annual leave, inclusive of Bank Holidays

4 x salary life insurance

Competitive pension scheme

Retail and Various Discounts via a Benefits Platform

Health and Well-being initiatives (EAP, OH, Wellbeing hub via a benefits platform)

Social Events

Exclusive Client Discounts

On site parking

Additional information

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We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising the successes of our teams. We are proud of our accreditations including Healthy Workplaces Leicestershire and we are Disability Confident Committed as part of the Disability Confident Scheme and actively welcome applications from people with disabilities.


If you wish to know more about the role or discuss accommodations within the recruitment and selection process, please contact: nicola.mccluskey@bleckmann.com