Our client, Tap’in 3PL, is seeking a Customer Success Advisor to join their dynamic team. In this role, you will work with the customer experience and operations team and will be responsible for ensuring customers receive exceptional service throughout their journey with Tap’in. You will act as the primary point of contact for customer enquiries, resolve any issues, log customer orders and help optimise their use of Tap’in logistics and storage solutions.

This role is a permanent, full time or part time (30+ hours), Monday - Friday. This role is based on site in Erith.

Start date: ASAP

Key Responsibilities

Customer Onboarding and Training

• Guide customers through the onboarding process and provide thorough training on Tap’in’s logistics, storage solutions and Warehouse Management System tools.
• Educate customers on best practices and efficient usage of our 3PL systems and services.

Customer Service, Order Processing and Relationship Management

• Act as the main point of contact for customer enquiries, and requests related to logistics, warehousing and inventory management.
• Manage volume of inbound calls and emails.
• Receive and log client orders and release for processing.
• Monitor customer accounts to ensure satisfaction and identify potential issues before they escalate.
• Cultivate long-term relationships with customers to foster loyalty and retention.

Problem Resolution

• Quickly and efficiently troubleshoot and resolve customer issues, collaborating with other departments (e.g., warehouse, operations, goods-in, logistics etc) as necessary.
• Provide timely updates to customers on the status of their requests or issues, ensuring clear communication and transparency.

Process Improvement

• Identify opportunities for process improvements and cost-saving strategies that can enhance customer satisfaction and the overall customer experience.
• Share feedback with relevant teams to improve services, and internal processes.

Reporting and Documentation

• Maintain accurate records of customer interactions, feedback, and issues within our CRM or support systems.
• Track key customer success metrics and provide regular reports to management on customer satisfaction, retention, and usage of services.

Cross-functional Collaboration

• Collaborate with the sales, operations, and logistics teams to ensure seamless service delivery.
• Contribute to the development of new customer success programs, training materials, and other resources.

Required Skills

• Excellent English communication skills (both verbal and written)
• Customer-oriented with a passion for delivering exceptional service
• Proactive and self-motivated with exceptional interpersonal skills
• Data entry alongside stock and product management
• Great time management
• Proactive with the ability to "think outside the box"
• A team player with a strong sense of accountability and care for customer satisfaction
• Ability to work under pressure and to deadlines
• Strong organisational skills with the ability to prioritise effectively
• Excellent problem-solving abilities and attention to detail
• Must have experience working within a Customer Success team previously
• Must have strong systems knowledge, Warehouse Management Systems such as Clarus is desirable
• Good knowledge of Customer Relationship Management systems such as Hubspot
• Excellent skills in Microsoft 365 including Excel and Outlook

Due to the volume of applicants, we receive, we cannot reply to all applications, if you have not heard from us within 28 days, or by the closing date, please assume you have been unsuccessful in your application.