Customer Service Analyst

Job Title: Customer Service Analyst
Location: Wrexham - 2 Days Per Week / 3 Days Per Week WFH
Salary: £27,000 per annum
Working Hours: Monday to Thursday (9am - 5pm), Friday (8am - 4pm)

Our client is looking for a proactive and detail-driven Customer Service Analyst to join their fast-paced supply chain and logistics team.

In this pivotal role, you’ll work closely with the Customer Service Manager to bridge the gap between customer expectations and operational performance. Your analytical mindset and collaborative approach will help drive continuous improvement across our service delivery processes.

What You’ll Be Doing:

• Analyse key service metrics such as order accuracy, delivery performance, and complaint resolution to identify trends and improvement opportunities.
• Partner with logistics, warehousing, and transport teams to resolve service issues and elevate customer satisfaction.
• Track and report on KPIs related to customer service and supply chain efficiency.
• Manage reporting on special shipments, ensuring all associated costs are captured and summarised.
• Support the full order lifecycle, including invoicing and resolving any issues.
• Build and maintain dashboards and reports to deliver insights to stakeholders and department leads.
• Investigate root causes of service failures and recommend corrective actions.
• Act as a key liaison between customers and internal teams to ensure clear, timely communication.
• Assist in developing and documenting customer service procedures and policies.
• Ensure compliance with SLAs, internal policies, and industry regulations.
• Provide support across daily departmental operations and customs/export requirements.
• Offer cover across customer service roles when needed.

What We’re Looking For:

• Minimum of 2 years’ experience in a customer service or analyst role, ideally within a logistics or supply chain environment.
• Strong analytical and problem-solving skills.
• Proficiency in Excel and data tools such as Power BI or Tableau, plus experience with ERP systems.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a dynamic environment.
• Knowledge of logistics, transportation, and inventory management is a bonus.
• (Preferable) A degree in Supply Chain Management, Business Administration, Logistics, Customs, or a related field.

Tools & Systems You’ll Use:

• Sage X3, SEI, SIA, Netstock.
• Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).

Why Join Us?

• Be part of a forward-thinking logistics company focused on innovation and customer excellence.
• Thrive in a collaborative, supportive team environment.
• Access opportunities for professional development and career growth.