About Yusen Logistics
Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.
www.yusen-logistics.com/

Role Overview
We are looking for a Customer Service & Administration Manager in our Sustainable Distribution Centre (SDC) in Northampton (NN7 2FR) to effectively oversee the administration and customer service functions within the site. Managing a team of 2 directs reports and 25 indirect reports, you will ensure high levels of customer service, procedure adherence and service level agreements are fully met.


Key Responsibilities

1. Customer Focus
a. Build and maintain relationships with senior internal and external stakeholders to ensure that the contract is managed in line with expectations/SLAs.
b. Ensure any escalated customer enquiries and queries are professionally responded to in a timely manner, communicating potential issues to Senior Management at the earliest opportunity.
c. Providing statistical analysis and performance reports as required, to accurately measure performance against established KPIs and other business performance information.
2. Compliance
a. Oversee the function to ensure all standard company and customer procedures are adhered to, reviewing and identifying opportunities to improve efficiency and accuracy and implementing change as appropriate.
b. Monitor costs in line with budgetary expectations, highlighting any realised or potential variations at the earliest opportunity.
3. Team Leadership
a. To ensure all team members receive the required level of training and development to succeed within their current and future roles, managing and monitoring levels of performance through the annual PDR process, objective setting and any other mechanisms as appropriate, providing appropriate levels of mentoring and support.
b. Ensure that departmental organisation charts and job descriptions are maintained and accurate.
c. Ensure all team members are aware of key business outcomes, processes and expectations, delivering all company communications in a consistent and timely manner, providing feedback as appropriate.
d. Promoting and supporting employee engagement activities, ensuring tangible outcomes are identified, implemented and measured.
e. Ensuring due attention is provided to employee welfare, identifying and signposting areas of support where necessary, ensuring functional arrangements are in place to protect the wellbeing of all employees.
f. Ensure all company procedures are managed in a consistent and fair manner, including but not exclusively holidays, PDR, absence, performance, disciplinary. Supporting with business investigations, disciplinary and grievance processes across the organisation as necessary
4. Health and Safety
a. Ensure all health and safety procedures are adhered to, including PPE, taking appropriate action where procedures are not being adhered to or could be improved.
b. Ensure all equipment checks are carried out in accordance with procedure, taking appropriate action to ensure a safe working environment for all employees.
c. Maintain and update site Risk Assessments, Safe, System of Work and working instructions.


What You Will Bring To The Role:
• Good level of general education up to GCSE or equivalent level
• Relevant demonstrable experience of managing a comparable Customer Service / Logistics Administration function.
• Knowledge of logistics software or transport management systems
• Growth and culture change mindset
• Excellent Customer Service Skills
• Good, strong communication skills
• Highly organised
• Ability to work under pressure and meet the deadlines
• Excellent attention to detail
• Good IT skills –MS office and excel.
• Experience of working in a fast-paced environment.
• Ability to work on own initiative as well as part of a team.
• Ability to build relationships at all levels of the organization as well as clients
• Coaching/mentoring skills.
• Proficient level of general education including written English
• Ability to withstand pressure and work to tight deadlines


What We Offer
• Base salary of £54,490.81
• Bonus (up to 10%)
• Permanent Health insurance cover ( 40% of salary cover)
• Pension scheme – 6 % matched employer contribution
• Comprehensive private family health cover
• 25 days' holiday (excluding bank holidays)
• 5 days Volunteer Leave per year
• Opportunity for Unpaid Leave
• Up to 10 days international remote working*
• Health cash plan
• Critical Illness Cover
• On Site Mental health First Aiders
• MyStrength Wellbeing App
• Free online Fitness Platform i.e. Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
• Employee benefits i.e. Free eye test*, up to 25% off gym membership, high street vouchers
• Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service, Health Cash Plan, Karo Health.
• Tailored development and career opportunities

Why Join Us?
At Yusen Logistics you will have the opportunity to contribute to meaningful projects, work alongside talented professionals, and grow your career in an environment that values innovation, accountability, and collaboration.

We thank all applicants for their interest, however, only those under consideration will be contacted.

In Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process but we encourage the candidates to use them to enhance their application and not replace their own effort and authenticity. Therefore, candidates should not rely on AI-generated responses during the interview process.

Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential. Yusen Logistics are proud to be a ‘Disability Confident Committed’ employer.