Overview

Position Title:Corporate Bookings Co-ordinator

Company:Hermes

Location:Newcastle upon Tyne, UK

Job Description:

As a business, Hermes is driven by our four values of; Do the right thing, Dare to be different, Strive for more and Be customer obsessed. It’s because of these values that we are the UK’s leading consumer delivery service handling over 380 million parcels per year and still growing and our Planning & Forecasting team help to drive that growth.

Responsibilities:

  • Investigate queries, identifying the location of parcels, contacting our couriers for updates and where necessary feeding back to client or customer
  • Prioritise and clear the UP queue having contacted Clients and Customers to establish correct addresses / label / packaging issues so that they can be segregated for return to sender or re-sending to the customer
  • Work with Compliance Managers to ensure business rules and criteria for courier compliance is applied when parcels are incorrectly scanned as delivered/returned to depot
  • Conduct thorough depot searches to locate missing parcels ensuring CRM enquiries are fully resolved within SLA and customers/clients updated accordingly
  • Conduct thorough investigation of all undelivered parcels to ensure compliance and full resolution to the end customer.
  • Ensure a timely response to email queries from customer service i.e. addresses queries/delivery disputed within an agreed SLA of 4 hours

About Hermes

The Hermes journey began in 1974 as Grattan Mail Order in Bradford. We’ve grown over the years, with an increasing number of hubs and depots across the country, a constantly expanding number of ParcelShops and a growing friendly, local courier network. In 2009, we launched our customer to customer business offering a cheaper, easier, faster way to send parcels. Since the launch, we’ve added lots of extra services, including international delivery, print in-store devices in our ParcelShops, safe place photos and renewable energy fuelled vehicles.