Customer Operations Executive

London, United Kingdom

Company Summary
Headquartered in the UK, and with wholly owned offices in Australia, China, India, Korea, Malaysia, Singapore and the US, PDP is a global Specialist Courier company with over 20 year experience providing high quality time and temperature critical transportation services to the Biopharmaceutical, Clinical Trials and Healthcare Industry.

Opportunity / Job Description: Customer Operations Executive
To help support our global growth plans, we are seeking full time experienced customer operations executive, who can help further develop our already successful business. This diverse and demanding role is primarily aimed at direct customer interaction and engagement coupled with account retention and development

Located within our UK head office, this challenging but interesting role will report to our Managing Director and is closely linked to a global commercial team. The candidate we are seeking should have good interpersonal and strong administrative skills which are needed to support a global sales team.

Key requirements / Experience
You will be part of a cross functional team in a diverse job where you will hold a co-ordinating role for a small number of Top customers. This requires collaboration with Operations, Customer Services and Sales to help these customers meet their needs. Contact with customers by email, phone and occasionally face to face is key as is the ability to provide great attention to detail in producing service performance reports, using strong analytical and spread-sheet skills. The candidate will have a customer focussed approach and be able to resolve customer issues quickly in a high quality environment.

- Experience in specialist courier industry desirable.
- Experience in cold chain distribution highly desirable
- Previous operations / sales / customer service experience desirable.
- Good verbal and written communications skills with very good telephone manner and presentable.
- Good use of standard Microsoft packages, especially Excel.
- Self-motivated with ability to work efficiently and independently.
- Higher level education.

Key Duties

- Contact for day to day Top customer queries and information requests.
- Actively support the expansion of the customer portfolio with a clear focus to support quality and performance targets.
- Enhance lead account managers effectiveness by providing information and management support.
- Assist with Contract and SLA (service level agreement) completion / achievement and implementation of existing and new Key Account customers.
- Develop and maintain customer KPI reporting in collaboration with Operations and Sales.
- Ongoing collection and use of Root Cause data, internally and externally to resolve customer issues in a timely manner.
- Participation in sales development projects.
- Support in developing management and customer facing presentations and regular reporting
- Provide point of contact back up to sales team during absence.

if you are interested in this opportunity and believe that you can truly make a difference please submit your resume to Susan.lewis@pdpcouriers.com.

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