Service Delivery Representative

JobsCloseBy Editorial Insights

Bertelsmann Arvato seeks an onsite Service Delivery Representative in Louisville to deliver industry leading service and meet quality and KPI targets while ensuring client satisfaction. You will oversee customer accounts to meet SLAs, create and maintain reports, manage ecommerce order and inventory processes, handle returns and inbound planning, prepare status updates for management and clients, and help the Account Manager resolve issues while coordinating with operations to satisfy daily program requirements. The ideal candidate has 3+ years of customer service, 2+ years of advanced Excel and Power BI, SAP knowledge, and 3PL, logistics, or ecommerce experience; you should bring strong organization and communication skills and project management is a plus; able to commute or relocate to Louisville. To apply, tailor your resume to show SLA attainment, reporting, data analysis, and cross functional collaboration with concrete examples of problem solving.

This role is responsible for providing industry-leading service while meeting the quality and KPI expectations at Arvato. Responsible for supporting business objectives to ensure client satisfaction with products and services.

Your Tasks

• Oversee customer accounts to ensure SLAs are met and create, generate, and maintain reports (daily, weekly, monthly as required by the customer) used for internal and client communications.

• Responsible for monitoring processes related to customer specific requirements and order management for our ecommerce businesses.

• Manage inventory updates, promotional planning, customer return cases, and inbound planning.

• Prepare and maintain status reports, modify schedules, prepare status reports for management, clients, or others.

• Assist the Account Manager in providing data, advice and resolving problems.

• Work closely with operations to ensure program requirements are met on a daily basis and prepare for and participate in business reviews with the customer.

• Create deliveries daily and monitor order processing.

• Monitor stock availability to ensure that all orders are cleared in a timely manner.

• Support account and purchasing team to troubleshoot issues with orders.

• Communicate with customers on order status and expected delivery dates.

• Coordinate return shipments (e.g. create return labels).

Your Profile

• At least 3 years of Customer Service Experience.

• At least 2 years using Microsoft Office; intermediate to advanced level experience in Excel, Power Point and Power BI required.

• 3PL, Supply Chain, Logistics or similar experience preferred.

• Ecommerce experience preferred.

• Strong organizational skills.

• Solid analytical ability and Strong verbal and written communication skills.

• SAP knowledge.

• Project management experience is a plus.

• Ability to commute or relocate to Louisville, Kentucky. 

We Offer

• Medical, Dental, Vision, Life Insurance, and Disability Pay.

• 401(k) with company matching up to 6%.

• Paid Time Off, including paid holidays.

• Flexible Spending Accounts.

• Voluntary benefits such as legal and financial assistance, pet insurance, and more.

• Employee Assistance Program.

• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.

• Commuter benefits.

• Employee engagement activities.