Job Purpose:
The Admin & Shipping Clerk is an essential role encompassing all elements of logistics and customer support allowing us to meet and surpass customer expectations. Reporting directly to the Customer Success Manager, the role is to support the Shipping & Receiving Clerk for all logistics tasks whilst working cross functionally and following set procedures to ensure we maintain our strong position within the market. Strict adherence to process is essential to ensure we maintain our accredited regulatory status.
Primary Responsibilities:
The primary role of the Admin & Shipping Clerk is to provide support and absence cover to the Shipping & Receiving Clerk (to turn around both new dosimeters for onwards delivery to customers and the timely return of used dosimeters to Glenwood USA to ensure we meet our regulatory reporting timelines) and take care of all administrative tasks not handled by customer service or sales. The role requires communication with customers either via phone or emails. This is tracked via Zendesk. As we are a small team and due to the inconsistency of the logistic demands a demonstrable team player attitude is essential, along with the ability to work to defined goals and Key Performance Indicators (KPI’s). The required tasks include, but are not restricted to:
Shipping & Receiving Tasks
* Processing of all inbound and outbound dosimeters in accordance with standard work, ensuring 100% daily turnaround
* To act as point of contact and escalation for couriers/post, including daily chasing if UPS not on site by 3pm
* Daily shipment tracking to spot potential delays and escalate concerns accordingly
* Respond to customer Shipping enquiries via email or telephone, on Zendesk
* Reading and reporting of control dosimeters to minimise any future potential transit dose problems
* Emergency readings of customer dosimeters, with strict adherence to time constraints
* Orderly self-ordering of logistics supplies (boxes, tape, bubble wrap etc)
* Engagement with wider team, particularly US operations.
Administration Tasks
* Take care of all administrative tasks related to Irish and overseas customers shipments
* Obtain all customer remittances from Zendesk and save in shared file
* Upload invoices to customer specific web portals
* Process and send Passbook requests
* Process all accessory orders such as badge board and holder requests.
* Liaise with manual release customers via telephone on monthly basis and process their shipment orders.
* Organise regular appointments with external company to attend site to complete secure shredding of confidential information.
* To carry out any other additional duties as and when required.
Qualifications/Skills and knowledge:
* Previous logistics experience desired but not essential
* Energy and ability to work under time pressure
* Strong oral and written communication skills
* Effective decision-making skills coupled with the ability to problem solve
* Experience of working cross-functionally
* Results driven
Key Performance Indicators:
* 100% turn around and daily shipment of dosimeters
* Ownership of shipping and receiving mailbox
* Emails to be responded to within 72 hrs (as tracked by Zendesk) or 48hrs for VIPS
* Net Promotor Score (NPS) survey results with improvement trend
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