Logistics & Customer Service Coordinator
Contract: 6-month fixed-term contract with the potential to move to a permanent
Location: Telford
Salary: £27,000 per annum (pro-rated)
About In Kind Direct
We are a UK charity that works with charitable organisations and companies to ensure everyone has access to the products they need to live well.
What we believe
Everyone deserves access to life's essentials and no usable product should go to waste.
Our purpose
We create powerful partnerships, enabling more communities to thrive.
What we do
We distribute products including personal hygiene, household, clothes, toys and technology, donated by manufacturers and retailers, to charities, community groups, food banks and schools across the UK. We are currently supporting 445,000 people each week. In 2023 we unlocked over £26m in savings into the voluntary sector. This helped charitable organisations meet the increasing need in their communities, at a time when their own resources are stretched.
Our role
We are a practical response to the widening gap in society. We help meet today's need and use our insights to reduce tomorrow's. 2024 is the fourth year of our ambitious five-year strategy to triple our impact.
Our impact
Since being founded in 1996 by HM King Charles III, we have distributed £350m of essential products, diverted 37,500 tonnes from waste, and supported 15,000 charitable organisations.
Our values
We work with kindness, togetherness and integrity, driving innovation.
Role summary
Based at a busy warehouse and office environment in Telford, this is a dual role with responsibilities in both logistics and customers service areas. Part of the Operations Team this role will be instrumental in getting much needed product to thousands of charities across the UK. The preferred candidate will have a real drive to meet targets, make improvements, learn hands on, and be part of a growing organisation with the values of integrity, innovation, togetherness and kindness at its core.
Key responsibilities
- Managing inbound stock
- Carry out on-site examination of often complex product donations, making decisions on how to rework and package goods so that they are suitable for storage and distribution.
- Where necessary, physically sort through highly mixed stock donations.
- Validate goods receipt information provided by a third-party warehousing provider.
- Research and record product retail values and specifications.
- Enter product information onto In Kind Direct's database, feeding into the online catalogue to help deliver excellent customer experience.
- Maintain donation database records.
- Photograph products for online catalogue and promotional use.
- Promote sustainability and environmental best practice within the warehouse operation.
- Providing excellence in customer experiences for our charity partners
- Assisting with the delivery of excellent customer service and support across phone, email and live chat channels; responding to and recording enquiries, feedback and complaints and escalating issues as necessary.
- Help with time-critical operational tasks including processing orders and account registrations and renewals.
- Placing the customer at the heart of our service, identifying opportunities for proactive communication, increasing use of the service and building warm relationships.Improving the customer journey
- Working across the organisation to maintain a comprehensive view of the customer journey, with a focus on improving the onboarding process and minimising the time to first use of the service.
- Monitoring and managing the registration process to meet agreed targets and improve conversion and impact scores.
- Supporting the Partnerships and Impact team to secure meaningful customer feedback.
To succeed in this role, you will be able to demonstrate:
- Understanding of warehouse operations and procedures.
- Demonstrable experience of working in a customer service role.
- Working knowledge of customer support systems and Microsoft Office packages, particularly Excel.
- Experience in using relationship management databases.
- Accurate data entry skills.
- Strong written and verbal communication skills, including an excellent telephone manner.
- Accuracy and attention to detail in all tasks.
- Ability to manage workflow.
Desirable skills:
- Understanding of the non-profit and voluntary sector.
- Experience of Microsoft Dynamics 365.
- Experience working in an online or e-commerce setting.
- Familiarity with warehouse management systems.
How to apply
The deadline for applying for this role is 12pm (midday) on Friday 16 August 2024. Please read the job description. For details of how your data as an applicant will be used and stored, please read our Privacy Policy. We ask all applicants to complete an Equal Opportunities Monitoring form, available on our website.
To apply, please provide your CV, and a brief supporting statement (max. 500 words), along with a completed Equality Monitoring Form. Applications submitted without a supporting statement may not be considered.
Provisional interview dates: 19 and 20 August 2024
REF-215 973