Customer Service Analyst £27k per annum Monday - Friday / General Office Hours Wrexham Our client based in the Wrexham area is currently recruiting a Customer Service Analyst on a permanent basis. The successful applicant would work in a small team, reporting to the Customer Service Manager. Reporting to the Customer Service Manager, the ideal candidate will bridge the gap between customer expectations and operational performance, ensuring a seamless and efficient customer experience. Candidates should have strong analytical skills, be able to communicate effectively at all levels, ability to make informed decisions, be able to work on their own initiative as well as part of a team and prioritise workloads and conclude tasks. Performance Objectives * Analyse customer service metrics (e.g., order accuracy, delivery times, complaint resolution) to identify trends and areas for improvement. * Collaborate with logistics, warehousing, and transportation teams to resolve service issues and improve customer satisfaction. * Monitor and report on key performance indicators (KPIs) related to customer service and supply chain efficiency. * Gather and report on any specials shipments ensuring necessary costs are accounted for and summarised. * Support on ensuring the end-to-end order function is completed including invoicing and issue resolution. * Develop and maintain dashboards and reports to provide actionable insights to stakeholders and department managers. * Investigate root causes of service failures and recommend corrective actions. * Act as a liaison between customers and internal teams to ensure timely and accurate communication. * Assist in the development and documentation of customer service policies and procedures. * Ensure compliance with company policies, service level agreements (SLAs), and industry regulations. * Assist in other day to day operations within the department. * Support on customs requirements within the department to ensure any export requirements are met. * Provide cover on any role within the customer service team when required. Person Specification * Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, customs * or a related field. * 2 years of experience in a customer service or analyst role, preferably within a supply chain * or logistics environment. * Strong analytical and problem-solving skills. * Proficiency in data analysis tools (e.g., Excel, Power BI, Tableau) and ERP systems. * Excellent communication and interpersonal skills. * Ability to manage multiple priorities in a fast-paced environment. * Knowledge of logistics processes, transportation, and inventory management is a plus. Benefits * A supportive and collaborative work environment. * Opportunity to shape and lead the company’s entire HR function. * Hybrid working model (onsite 2-3 days per week). * Competitive salary and benefits package. * A role with direct impact on the company’s growth and success. gap personnel group is committed to the selection, recruitment and development of the best people, basing judgments solely on suitability for the job. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future