Overview of Role: 

As a key member of the Global Logistics team, you will coordinate service requests and claims from our Global customers. 

What you will do:

• Handle all service requests issued by CS and liaise with carriers to retrieve delivery information, submit a complaint, resolve an issue. 
• Deal with claims, lost parcels, damages, reimbursement requests to carriers.
• Process information: compiling and verifying information or data from CS and carriers.
• Get Information: observing, receiving, and otherwise obtaining information from all relevant sources.
• Act as first point of contact for Global service requests and as an extension of our customer service function.       
• Liaise with CS team as needed to ensure quick answer to customer and reduce overall service requests.  Work with our Courrier Exception App and Reverse Logistics Coordinator to enable this.
• Prepare weekly overviews and analyze data: handled requests, recurring issues etc...
• Create action plans and discuss improvements from a service request point of view to both care teams and carriers.
• Conduct meetings with partners (Carriers, LOX) to discuss all concerns and work on improving the service level that is being provided to NP and our end customers.
• Work with internal systems to retrieve required information and provide feedback in a structured way (Oracle, Connectship, …). 
• Arrange PODs for shipments using multiple carrier websites.
• Advise on improvements.
• Fluent in English, both verbal and in written.  Additional European languages (FR, DE, IT) is a bonus.
• Strong negotiating and problem solving skills.
• Resolve an array of issues regarding delivery.
• Work closely with internal stakeholders and inform them of all changes, issues, and potential concerns.

What we need from you:

• Experience in a customer facing environment, preferably with Logistics carriers.
• Excellent communicator both verbal and in writing.
• Excellent time management and organizational skills.
• Pro-active communication style with hands-on attitude and sense of urgency.
• Ability to work under pressure with rapidly changing priorities and meet strict deadlines.
• Presence in the office required, WFH to be discussed with line manager.
• Proficiency with Excel, ERP systems, Word and Powerpoint.
• Not afraid to challenge status-quo and question why things are done the way they are. 

About National Pen

In business for over 50 years, National Pen is a world-class provider of personalized marketing solutions. We offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. National Pen operates across 10 locations globally with facilities in Europe, North America, Africa, and Asia and employee over 3500 people through our multi-channel business.

In December 2016 National Pen Corporation was acquired by Cimpress N.V., a leader in mass customisation. Cimpress employs 10,000 people across 30 countries globally and offers a portfolio of more than 20 successful brands including Vistaprint, National Pen, Albelli, Drukwerkdeal, Pixaprinting, Exprint and WIRmachenDruck.

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Employee                                                                                         Date