Job Purpose
Critical part of CMS's business, contributing to our success and have a global reach within CMS interacting with all our territories across the world.
Responsibilities
* To respond to stakeholder queries in a prompt and positive manner.
* Investigating and solving customers' problems, which may be complex or long-standing, and have initiated payment hold against CMS by the customer.
* Acting in a way that always enhances CMS's reputation and boosts the customer experience, often in the context of a prior failure in the customer's eyes.
* Responding to other departments requests for assistance as required, which may be quick and simple, or complicated and long-winded.
* Reacting to issues raised by logistic partners - exception reporting, incident handling and such like.
Additional Responsibilities
* Liaising with the multitude of courier partners.
* Provide Proof Of Delivery (PODs) to customers by liaising with the relevant courier companies, occasionally having to work out which courier was used.
* Use courier's portal to handle exceptions to proactively minimise failed deliveries and enhance customer experience.
* Monitor certain retail customer's shipments to proactively highlight to Sales the potential for financial penalties.
* Handle delivery discrepancies for all - investigate and provide solutions or alternatives.
Qualifications
* Preferred - a recognised degree in any subject
* Required - good High School qualifications
* Considered - Qualified By Experience (minimum 1 year's experience in similar role)
We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.