ABOUT US:

Tu Pack is a third-party logistics provider for retail and homeware brands. We offer storage, order fulfilment, warehouse management, distribution, and inventory services. Our mission sets us apart, ensuring clients maintain their brand identity while prioritising sustainability, service quality, and cost efficiency.

ESSENTIAL SKILLS & EXPERIENCE:

• Minimum 1 year of administrative experience, preferably in a third-party logistics (3PL) environment.
• At least 1 year in a customer-facing role.
• Strong verbal and written communication skills.
• Personable with the ability to build rapport quickly.
• Systems-focused with CRM experience.
• Customer-focused and solution-oriented.
• Detail-oriented with strong time management.
• Ability to perform in a fast-paced, results-driven environment.
• Strong IT and organisational skills.
• Ability to prioritise tasks and meet KPIs.

DESIRABLE QUALIFICATIONS:

• Interest in high-end retail.
• Experience in process documentation.
• Familiarity with Warehouse Management Systems (WMS) (training provided).

ROLE PURPOSE:

Reporting to the Customer Success Manager, you will handle client support tickets efficiently, ensuring KPIs are met and the CRM system is optimised. As the primary client contact, your goal is to provide excellent service and exceed expectations.

KEY RESPONSIBILITIES:

• Ensure KPIs are met, including response times and client satisfaction.
• Respond to initial enquiries within 1 hour off-peak and 3 hours during peak periods.
• Record all client interactions in the CRM system.
• Improve communication between customer service and warehouse teams.
• Monitor inbound logs and inform clients of penalties or quarantined items.
• Work with warehouse and finance teams to enhance service delivery.
• Ensure clients follow CRM processes and seek improvements.
• Manage and resolve miscellaneous client enquiries.
• Update process documentation for changes in client packing procedures.
• Direct clients to submit tickets via the CRM portal.
• Use Trello to manage client work orders.
• Maintain and update the Investigation Log, investigate errors, and complete support-related reports.