London W4
Job Purpose and Mission
To provide the 2nd level customer service support for Licensees regarding their orders and delivery concerns either directly, or by supporting the 1st line of customer service which is outsourced to a lead logistics provider.
The role thrives for excellence in Customer Service, through timely communication and exposing service improvement opportunities from conducting audit and investigation techniques.

Summary of Key Responsibilities
  • Oversight of key activities that the Lead Logistics’ Customer Service team carry out and ensure they are working to a designated operating system \
  • Provide proactive support and ownership with respect to exceptional business requirements (seasonal promotions, new store openings, special events etc.) that will be critical to the growth of the Starbucks brand and ensure that the lead logistics Customer Service team are fully briefed
  • Identify and highlight continuous customer service improvement and cost saving opportunities from retrospective data and liaise with contracted logistics provider, other Supply Chain functions and the business channel.
  • Communicate courteously, calmly and promptly at all times, with all customers, by telephone, email and face to face, building positive relationships, and progressing escalations to a satisfactory conclusion within set lead times and develop feedback or complaints procedures for customers to use
  • Ensure that the leads logistic provider is providing world class customer service through continuous improvements initiatives and a designated operating system
  • Provide a temperature check of the network for internal stakeholders through CRM data provided by the lead logistics provider and direct contact with clients
  • Ensure new customers (business unit level) are onboarded and a period of hyper care is conducted before handing over to the Lead Logistics customer service team
  • Support the CS manager with new initiatives and do ad-hoc project work where required
  • Create all new PSP accounts for the lead logistics provider and be the gate keeper to ensure old accounts are closed and Oracle/ EWS/IMS compliance is adhered to
  • Investigating and solving customers' problems, which may be complex or long-standing that have been passed on by the lead logistics provider customer service assistants

Knowledge, Skills and Experience

  • Retail experience (preferably with Starbucks)
  • Requires 2+ years of relevant experience as an individual contributor
  • Works under limited supervision for routine situations
  • Excellent interpersonal/communication skills
  • Ability to communicate at all levels within the organization
  • Makes medium adjustments to working methods and independently develops solutions to problems
  • Customer Service experience.
  • Explains practices, procedures and policies to reach agreement with Customers, other functions and/or lead logistics providers
  • IT/computer/database literate


6 days ago - source

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