Mason D. Email & Phone Number

Egham, Gb

In my current role as the Head of Customer Service and Performance, I oversee and lead the Customer Service team while also ensuring a high level of performance reporting across Asendia Customers. My primary objective is to provide exceptional customer service and optimise performance to meet and exceed customer expectations.Duties and Responsibilities of the role:• Lead and manage the Customer Service and Performance team, setting team objectives, and fostering development.• Develop and implement strategies to enhance overall customer service experience and satisfaction.• Ensure effective communication channels are established with customers, partners, and internal stakeholders to address their needs and maintain strong relationships.• Monitor and analyse customer service metrics and key performance indicators to identify areas for improvement and implement action plans accordingly.• Collaborate with cross-functional teams, including Sales, Operations, and Finance, to align customer service objectives with overall business goals and ensure seamless operations.• Develop and maintain customer service policies, procedures, and standard operating processes to ensure consistency and efficiency.• Proactively identify and address any operational or service-related issues, escalating as necessary to ensure timely resolution.• Conduct regular performance reviews and provide coaching and mentoring to the team members to enhance their skills and achieve performance targets.• Stay updated with industry trends, customer service best practices, and technological advancements to continuously improve service quality and effectiveness.As the Head of Customer Service and Performance, I am committed to driving a customer-centric culture, delivering exceptional service, and optimising performance to achieve customer satisfaction and business growth.

In my previous role as a Customer Performance Manager at Asendia, my primary responsibility was to provide tailored reporting to Asendia retailers, ensuring they had essential information on their service levels. Our goal was to deliver on our promises and provide customers with visibility into their performance with Asendia.My duties and responsibilities included managing the customer reporting team, ensuring accurate and timely reporting to retailers. I identified any issues or exceptions to normal operations or data transfer by lane and worked towards resolving them. I proactively communicated any issues, risks, and actions to the carrier and sales team for further investigation and resolution.I monitored performance at a client level and implemented improvement plans tailored to specific clients based on their data. This involved collaborating with the carrier team to enhance performance.I ensured that manifested shipments matched precisely with what was received to avoid any losses. Monitoring shipments through the network, I ensured there were no gaps in tracking and promptly alerted the relevant department if any issues were identified. I also alerted Asendia of new trial lanes for all retailers, ensuring that necessary actions were taken to support their successful implementation.During the go-live period, I acted as the first point of contact for retailers, providing support and ensuring their understanding of tracking, data issues, and other relevant information. Lastly, I provided all bespoke customer reporting in the format requested by the team, ensuring their specific needs were met.As a Customer Performance Manager, I was dedicated to delivering accurate reporting, improving performance, and fostering strong relationships with retailers to drive their success with Asendia.

In my previous role as a Business Development Manager at Asendia, my primary focus was to win and support the development and successful implementation of new business opportunities within the Sales team. This encompassed managing concurrent small/growth and medium to large retailer implementations, key account management, and overall business growth.My duties and responsibilities included retaining and developing a portfolio of clients, ensuring a deep understanding of each client's objectives. I worked closely with managed accounts, establishing effective communication channels with all client stakeholders, including procurement and finance departments. I managed retailer finance and operational escalations, ensuring timely resolution of any issues.I continuously updated strategic account development plans for each client, incorporating current and relevant information such as mutual objectives and performance reviews. I prepared professional business review documentation and negotiated the financial aspects of contracts. Additionally, I conducted monthly analysis of client management information, providing valid recommendations for client cost reduction and service level improvements.I conducted top-level review meetings with clients at least quarterly, and maintained regular face-to-face meetings with key stakeholders, including attending exhibitions and organising client hospitality events. I evaluated client risk and took proactive measures to avoid re-tenders through strategic actions.Furthermore, I ensured the effective population of the central sales database, Salesforce.com, with detailed meeting reports, accurate contact details, and key points discussed during client interactions. In my role as a Business Development Manager, I was committed to driving business growth, fostering strong client relationships, and delivering exceptional service to achieve mutual success.

In my previous role as an Implementation Executive, I had several duties and responsibilities. I had daily interactions with customers and Business Development Managers (BDM) to provide them with updates on the status of data for new retailers during the trial phase. I assisted BDMs during the setup phase by setting up bespoke emails for new retailers and completing the implementation pack on Salesforce, ensuring all customer details were captured and communicated to the business.I monitored shipments through the network, ensuring there were no gaps in tracking and promptly alerting the relevant department and BDMs of any issues. During the go-live period, I acted as the first point of contact for retailers, providing support and ensuring their understanding of tracking, data issues, and other relevant information.Additionally, I provided weekly updates to BDMs and retailers regarding the week's shipments and any actions or changes made to improve service quality. I reviewed monthly performance reports before they were sent to the customer, identifying trends or areas of concern that required attention. I also investigated and responded to email communications sent by BDMs when they were on the road, ensuring timely and effective communication with customers.I supported the implementation process, ensuring that everything was in place for a smooth trial period leading to business-as-usual operations. I provided coverage for BDMs when they were out of the office and supported the negotiation stage of the sale. Furthermore, I prepared a seamless handover from the Implementation phase to the Key Account Manager (KAM) to ensure a smooth transition for the retailer.

In my previous role as a Customer Service Team Leader at Asendia, I supervised the day-to-day operations of the Customer Service team. My main objective was to ensure the delivery of best-in-class customer care, supporting our customers and partners in achieving Asendia's contracted service levels. I managed the team to meet client and internal operational requirements and helped integrate new markets and services within the Asendia operation.My responsibilities included managing the team's objectives and individual development, as well as administering and resolving customer service contacts via phone and email. I also oversaw the returns process from end-consumers to carriers and managed the creation of weekly statistical and analytical reports. I created and administered contact records, reporting, and other documentation necessary for achieving contracted service levels and operational excellence. Whenever issues requiring escalation or additional attention arose, I promptly notified my line manager and other key stakeholders.Throughout my tenure, I had a comprehensive understanding of Asendia's operating procedures, which allowed me to effectively advise clients and other Asendia team members. As a Customer Service Team Leader, I strived to lead by example and foster a positive and efficient work environment that consistently met and exceeded customer expectations.

In my previous role as a Customer Service Advisor at Asendia, I supported our customers and partners in achieving contracted service levels. I worked within the Customer Service team to ensure client and internal operational requirements were met while assisting in the integration of new markets and services within the Asendia operation.My duties and responsibilities included administering and resolving customer service contacts through phone and email. I created and administered contact records, reporting, and other documentation that the Asendia team needed to achieve contracted service levels and operational excellence. I promptly notified my line manager and other key stakeholders of any issues requiring escalation or additional focus to resolve.I had a deep understanding of Asendia's operating procedures and was able to provide guidance and advice to clients and other Asendia team members regarding these procedures. Throughout my time as a Customer Service Advisor, I consistently strived to deliver excellent service and contribute to the success of the team and the organisation.

As a Warehouse Operative at wnShipping, I played a pivotal role in ensuring seamless warehouse operations. I excelled in receiving and inspecting incoming goods, meticulously checking for damaged or missing items to maintain inventory accuracy. With a keen eye for detail, I adeptly organised and stored goods, utilising manual handling techniques to efficiently move stock. Picking and packing orders with precision, I contributed to the timely dispatch of goods, while diligently maintaining accurate stock records and keeping paperwork up to date. Committed to maintaining a clean and safe work environment, I consistently prioritised cleanliness and organisation to optimise productivity.