Senior Logistics Co-ordinator

Job summary

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Reporting to the Customer Services Manager the Senior Logistics Coordinator’s primary function as a member of the Customer Service Team is to proactively manage orders from key Culture Collections customers’ and process orders (ECACC, NCTC, NCPV and NCPF) from receipt to dispatch. Maintaining customer satisfaction and contributing to Culture Collections continuous improvement culture.

Job description

• Responsible for maintaining customer satisfaction, using clear communication and a flexible, proactive approach
• Responsible for proactively managing orders for key Culture Collections customers from receipt to dispatch and enter onto the relevant sales order database as defined in the Culture Collections documentation system
• Provide resilience within the wider Culture Collections team by supporting with the necessary travel arrangements and queries.
• Apply specialist knowledge to answer all non-technical national and international customer enquiries using clear and courteous communication in line with agreed time scales ensuring all systems and databases are updated promptly and accurately
• Prioritize workload to ensure all specific deadlines are met in line with departmental SLA’s.
• Deputise for the Order Processing Manager in their absence.
• Proactively assist in the training of new staff in Order Processing procedures.
• Liaise directly with customers with regard to international shipping issues
• Apply specialist knowledge to ensure all Culture Collections dispatches meet all national and international rules and safety regulations and provide advice and assistance to customers as required.
• Generate quotes for customers upon request and ensure these are entered correctly into the Order Processing database.
• Compile all shipping documents to ensure all necessary paperwork and customs requirements are met for all countries.

The Culture Collections Department is a Biological Resource Centre that provides a service maintaining and supplying four collections of microorganisms and cultured cells for public health research. It is structured as a fully integrated service, underpinning scientific research and diagnostic testing with significant scientific expertise, manufacturing and business activities and operates from laboratories across UKHSA and from a specialist cryo-storage facility on the Porton site. Reporting to the Customer Services Manager the Senior Logistics Coordinator’s primary function as a member of the Customer Service Team is to proactively manage orders from key Culture Collections customers’ and process orders (ECACC, NCTC, NCPV and NCPF) from receipt to dispatch. Maintaining customer satisfaction and contributing to Culture Collections continuous improvement culture.

• Responsible for proactively managing orders for key Culture Collections customers from receipt to dispatch and enter onto the relevant sales order database as defined in the Culture Collections documentation system
• Apply specialist knowledge to answer all non-technical national and international customer enquiries using clear and courteous communication in line with agreed time scales ensuring all systems and databases are updated promptly and accurately
• Apply specialist knowledge to ensure all Culture Collections dispatches meet all national and international rules and safety regulations and provide advice and assistance to customers as required.
• Compile all shipping documents to ensure all necessary paperwork and customs requirements are met for all countries. Check that customer shipments are correctly assembled, where necessary liaise with Shipping and Customs Clearing Agents
• Proactively manage customer expectations by providing clear, accurate information at the earliest opportunity
• Proactively review, identify, and recommend process improvements to the Order Processing & Dispatch operations including MaPS and IT system improvements.
• Manipulate and analyse operational databases and compile reports as required from time to time; for example, data required to monitor Key Performance Indicators, customer accounts, or efficient inventory control.
• Participate as necessary in customer and regulatory authority audits of any Culture Collections product or service.
• Provide resilience within the wider Culture Collections team by supporting with the necessary travel arrangements and queries.

This list is not exhaustive.

Person specification

Essential Criteria

• GCSEs (Or equivalent qualification) including English & Mathematics and Science
• Customer service experience preferably in a sales office with an order Processing system
• Experience managing key customer accounts and high-value orders, ensuring excellent customer service from order receipt through to dispatch.
• Proven logistics experience, including knowledge of international shipping requirements, export documentation, and customs processes.
• Intermediate computer literacy MS Office & Oracle ,
• Good telephone manner & customer communication skills,
• Good verbal and accurate communication skills

Desirable Criteria

• Business Administration experience
• Familiar with databases and Sales Order processing systems, Intermediate computer literacy Oracle, Experience & training at dealing directly with difficult customers
  

Benefits

Alongside your salary of £28,547, UK Health Security Agency contributes £8,270 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles and will assess your Behaviours, Experience and Technical skills.

Stage 1: Application & Sift

You will be required to