Reverse Logistics&Service Request Coordinator

Overview of Role:

As a key member of the Logistic team, you will coordinate service requests & reverse logistic activities of NP packages, work with our Storage Manager system and pre-alert and follow-up on recurring transport movements to PPO’s and carriers. 

What you will do:

·  Handle and overlook daily return / reverse logistics streams with BI, CS and carriers via Courier Exceptions (CE) App.

·  Handle all service requests issued by CS and liaise with carriers to retrieve deliver information, submit a complaint, resolve an issue, claim compensation.

·  Ensure all returns are processed via Storage Manager for follow-up.

·  Act as the first point of contact for all European Service Request and Reverse Logistics requests and for CE App: liaise with BI and CS to manage returns as efficient as possible. 

·  Document and map existing and new reverse logistics processes.

·  Reverse Logistics reporting: keep track of number of reships, scraps, etc. per country.

·  Getting Information: observing, receiving, and otherwise obtaining information from all relevant sources. 

• Resolve an array of issues regarding delivery and returns.
• Work closely with internal stakeholders and inform them of all changes, issues, and potential concerns.
• Work with internal systems to retrieve required information and provide feedback in a structured way (Oracle, Connectship, …)

·  Advise on improvements.

·  Handle pre-alerts to PPO’s and transports movements to PPO’s and carriers from an administrative point of view. 

·  Arrange PODs for shipments using multiple carriers.

What we need from you:

·  Experience in a customer facing environment, preferably with European Logistics carriers.

·  Excellent communicator both verbal and in writing.

·  Excellent attention to detail and high level of accountability for efficient and accurate data entry/checking. 

·  Ability to work under pressure with rapidly changing priorities and meet strict deadlines.

·  Fluent in English, both verbal and in written. Additional European languages (FR,DE, IT) is a bonus

·  Strong negotiating and problem solving skills.

·  Excellent time management and organisational skills.

·  Presence in the office required, WFH to be discussed with line manager.

·  Proficiency with Excel, Word ERP systems and PowerPoint.

·  Pro-active communication style with hands-on attitude and sense of urgency.

·  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.