Crown SDS are offering an excellent opportunity to be part of a great team environment in a rapidly growing business.
Reporting to the Service Delivery Front Line Manager, you will be responsible for providing a cost effective, reliable, efficient, and sustainable delivery service meeting the customers’ needs and in line with the company’s profit margin objectives.
Working Hours – Monday to Friday (40 hours per week), shifts vary between the hours of 7am and 7pm. Current vacancies will mainly be 0930 to 1800 or 1030 to 1900.
Role
* Job allocation and planning of resource with route optimizer to achieve required response times to ensure Customer Satisfaction
* Providing an excellent service by meeting on-time deliveries/time windows and all customer specific delivery SLA’s with efficient planning.
* Develop and maintain good relationships with all drivers that encourages constant 2-way communication
* Respond appropriately and professionally to all customer and driver requests/correspondence
* Proactively communicate with Customers and drivers during end-to-end process of our service provision through progress chasing
* Full ownership of customer charging and driver costing, negotiations, supplier charge processes
* Handling of Customer Complaints
* Identify all recruitment needs for your specific area of focus
* Manage driver fleet on performance of collection/delivery times and live reporting of data on driver app
Responsibilities and duties include (but not exclusive to):
* Deliver excellent service through effective allocation of jobs to drivers and high standard of customer service to all customers
* First point of contact for all customers within the service delivery team
* Maximise profitability of all drivers/jobs/accounts under your ownership
* Ensure driver compliance with driver app
* Answer driver and customer calls
* Manage customer service inbox and respond to all customer bookings, quotes and enquiries in a professional manner and in line with business standards
* Ensure customers are proactively advised of collection and delivery delays/issues
* Processing of invoice queries, invoicing preparation and driver discrepancy processes
* Management of driver fleet, CX driver and third parties
* Using Margin and Service Performance reporting functions to identify and drive ‘Continuous Improvement’ in your area
* Full ownership, autonomy and accountability of your allocated area in service, cost and performance.
Applicant Criteria
* Strong work ethic giving full attention to detail and accuracy
* Able to solve problems with minimal supervision and demonstrate a strong customer focus in a fast-paced environment.
* Excellent customer service skills with rapport building abilities
* Excellent communication skills especially a high standard of telephone etiquette
* Strong administration skills
* Willingness to be flexible
* Excellent interpersonal skills, with willingness to co-operate and work effectively as part of a team
* Previous customer service experience is essential
* Able to identify issues, problems and opportunities and practically resolve and implement corrective action as appropriate.
* Generates enthusiasm and has a positive attitude to change.
* Able to work on your own initiative and prioritise workloads
* Work allocation/planning experience desired
* Industry experience desired
Job Types: Full-time, Permanent
Pay: £26,000.00-£27,000.00 per year
Benefits:
* Company pension
* Health & wellbeing programme
* On-site parking
* Sick pay
* Store discount
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
* Overtime
Ability to commute/relocate:
* Tamworth, B78 3HH: reliably commute or plan to relocate before starting work (required)
Experience:
* Telephone Customer Service: 1 year (required)
* Planning/allocating work: 1 year (required)
* Logistics Industry: 1 year (required)
Work Location: In person
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