Customer Service Specialist
Opportunities we offer
If you are looking to work in an environment where the importance of team spirit is valued highly, where safety of staff is of primary importance and where you are encouraged to enhance your skills set, then we have many opportunities available throughout Europe.
At TIP Trailer Services we are constantly investing in the latest IT technology & training, ensuring you have the right equipment and skills to best serve our customers.
Are you passionate about supporting a world class team? Are you focused on 100% satisfied customers? If so, TIP has a great opportunity for you.
Responsibilities:
Profitable Growth
* Raise work orders, ensure accurate coding, check maintenance history, validate & authorise additional work, follow up on pending work orders related to termination of FleetCare.
* Cost control, secondary warranty, warranty ID & management, challenge maintenance cost, negotiating with vendors &/or suppliers.
* Accurate follow up on rebill process, obtain purchase order & apply customer markups.
* Ensure services pricing is in line with vendor pricing.
* Parts management: stock management at the customer site for MSUs (Mobile Service Units).
World Class Customer Service
* Trailer reservations: reserve trailers correctly, select correct account, select rate, asset & manage expired reservations, manage one ways, minimise non billing days.
* Send jobs to mechanics (Mobile Service Unit) & upload GETSMART & GETPART, update system Workshop Mobile Service Unit planning regarding holidays/sickness.
* Tire management: meet FOS cycle time, casing control & fleet inspections.
* Follow up on customer insurance related tasks.
* Report & analyse customer related data within the timeline agreed with the customer & deliver input for contract review card/ margin improvement plans.
Customer Satisfaction
* Follow up on customer requests in a timely manner.
* Manage customer related calls (inbound & outbound) to increase customer satisfaction (Net Promoter Score).
Compliance Management
* Schedule service events, update business applications (ALS), obtain paperwork, upload documents into myIntelligence, advising customer on due services.
* Manage Free of Charge Units to ensure this is kept at minimum level.
* Contract maintenance for tail lifts & reefers.
Leadership
* Initiate the development needs to PDP & follow up.
* Attend team meetings & proactively participate.
* Deliver on new productivity or process improvements.
Qualifications
* Proven, relevant working experience in an administrative role.
* Computer skills: knowledge of the MS Office applications.
* Able to work under pressure; stress resilient.
* Self-motivated.
Required Competencies
* Interpersonal Skills: Able to successfully interact with others on different levels.
* Negotiation Skills: Able to negotiate, to achieve best results with vendors.
* Customer Excellence: Service customers with a positive, professional & a 'can do' attitude.
* Product & Services Knowledge: Understand how the product relates to the level of service for the customer.
* Process Knowledge: Correct use of business systems & standard operation procedures.
* Budget Management (P&L Skills): Understand impact of correct fleet management & activity coding.
* Communication Skills: Is articulate & easy to understand.
* Time Management: Able to prioritise & organise tasks.
* Analytical Skills: Able to understand historical data to influence decisions on daily work.
* Process & Change Management Improvement: Flag areas for improvement.
* Leadership: Able to collate information to make an informed decision for daily work.
Benefits we offer
* Company pension.
* Private healthcare.
* 25 days holiday plus bank holidays.
* Generous referral programme.
* Life assurance.
* And many more!
TIP Trailer Services employs staff at more than 136 locations and at more than 72 maintenance facilities throughout 17 European countries. Our employment opportunities are diverse and available at a variety of locations.
TIP is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.
Hiring is subject to background check.
We believe diversity drives innovation.
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