Customer Deliveries Coordinator

1, Amalgamated Drive, Westcross Industrial Park, Brentford, Middlesex, TW8 9EZ, United Kingdom
26/10/2020 09:34:28
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About Us

Our mission is to improve people's homes, health and wellbeing with beautiful, expertly designed and affordable bathrooms. 

As an award winning multi channel retailer with 3 stores in London, we have big plans for growth across the UK and globally. 

Our 3d and VR design technology built in-house is at the core of our strategy. but this will only be possible by continuing to find hard working, ambitious and dedicated people to join our growing team.

The Role

Location: Brentford HQ

Salary: £28,000 P/A

Job Type: Permanent / Full Time

Working Hours: Monday to Friday 8:30am - 5:30pm

Leave Allowance: 21 rising to 25 based on length of service

Core Duties

To work in collaboration with the warehouse team to ensure customer’s deliveries are made on time, in full and in a polite and careful manner.

Key Responsibilities
- Provide an unrivaled customer experience through telephone and email contact
- Ownership of the deliveries calendar - shared calendar with wider team to be managed with full ownership of final authorisation of all deliveries
- Reactivity support customers who are looking to book deliveries 
- Proactively call customers two weeks prior to expected delivery date to confirm delivery date and log installer contact details against the order and in ERP as a lead for the sales team
- Liaise with procurement to ensure all products are expected on time and take a solutions focused approach should there be any discrepancies
- Liaise with warehouse to ensure deliveries are ready to delivery 2 days ahead of scheduled date
- Further call to customers 3 days in advance of delivery date to confirm delivery and invite to take a customer experience survey
- Internal relationship and communication building to ensure correct on time deliveries, 
- Maintaining communication  with all external key stakeholders as well as Sales, After Sales, Procurement and Warehouse teams
- 100% Pre-Delivery call outs to be monitored monthly
- Carry out any other reasonable duties that are required in order to provide Customer Excellence

Measures of Success
- Minimum customer resolution time of 1 working day for 80% of delivery issues
- Minimum correct on time deliveries at 80%
- Under 180 minutes first response to 90% of all internal and external delivery enquiries
- Less than 10% repeat call to the business regarding deliveries – After first call to the business Customer Services team to be making outbound contact from there.
- Delivery related complaints 1% or less
- Minimise abandoned calls 
- Complete personal quarterly objectives, core duties and satisfactory monthly SBD reviews.
- Reduce the number of incoming calls regarding delivery, measured by incoming call volumes and tracked calls against delivery numbers

Rewards & Benefits:

• Quarterly and annual bonuses for hitting key metrics

• EMI Share Scheme 

• Ongoing learning and development

• Scope for career progression

• Pension Scheme 

• Perkbox

• Simply Health Plan

• Gym Membership or fitness credits 

• Early finish Fridays

What Skills Are Required

- Customer focus 
- Strong communication skills
- Good motivational skills
- Strong negotiation skills
- Exceptional organisational skills
- Awareness of internal and external customer needs
- Tracking and measuring staff performance
- Good telephone manner  
- Ability to translate and communicate technical information so that it can be clearly understood by customers and colleagues 
- Well organised with a methodical approach to work
- Ability to prioritise workload in order to meet targets  
- Able to analyse information and anticipate problems  
- Self-motivated with the ability to adapt to changing priorities 
- Proven experience of working within a team but with the ability to work independently

Ready to Apply?

Click on the link below to apply for this role, upload your CV and cover letter/note. Please include an explanation of why your experience is specifically relevant to this role at BathroomsByDesign, how you will succeed and why you think your next career move should be to join our team.