Customer Service Delivery Manager

at  Arvato SCM UK Limited

Overseeing the daily operational performance and KPI achievement for your customer includes:

• Managing inbound/outbound deliveries, returns, and the transfer of related information back to customers and resolving any related issues.
• Lead and/or support internal and external weekly sync meetings and drive completion of relevant actions
• Manage the preparation and implementation of monthly and quarterly client meetings, providing insight into all service-related matters.
• Work with nominated clients to develop an understanding of their needs and ensure they are met.
• Liaise with other Arvato departments to progress any ad hoc operational and transport requirements.
• Point of contact for internal and external escalations where you will recognise, investigate, resolve, and communicate queries in line with the customer SLA’s.
• Manage operational and transport performance for launch events or continuous improvement projects.
• Analyse data for KPI reports and provide written investigation results and corrective action plans
• Manage the analysis of scheduled cycle count data and associated follow-up actions in line with customer requirements and agreed process
• Manage client-relevant performance reports including open orders, returns, and backlogs, and provide non-compliance feedback to the customer.
• Analyse and report on any transport-related queries that have resulted in a cost to the business.