The Service Delivery team is a core part of the Auction business, made up of Payments, Vendor support and the auction centres internal service delivery support function for transport & logistics, these functions are responsible for always delivering excellent customer service to both buyers and vendors, ensuring all processes are completed to a high level within the required timeframe/SLA, and ensuring customer service levels are of a high quality.
Scope of Role:
To be a key member of the Payments and Administration function and provide additional support to Manheim logistics, to be a point of initial contact to the relevant customers as well as the business/branch for any logistics related queries. Responsible for ensuring that all relevant tasks are completed in a timely manner, in line with business and customer requirements and SLA’s to ensure customer experience is enhanced and maintained. Being a conduit between the branch and the regional logistics team.
Objectives for Role:
* Supporting the Service Delivery Manager
* Responsible for the collections and deliveries of vehicles; ensuring all vehicles are collected within SLA’s and collected/delivered according to their runner/nonrunner status.
* Chasing our central logistics for POD’s, updates when vehicles are out of SLA’s and updating vendors/buyers with any issues.
* Providing quotes to Vendors and buyers for transportation costs.
* Serving customers in the office via phone and front counter for all general enquiries, using our Aims system to do so.
* Managing customer expectations in terms of delivery turn arounds.
* Follow break down process for individual vendor requirements.
Skills, Knowledge and Expertise:
* Experience within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction.
* Excellent customer service skills.
* Strong administration skills.
* PC and back-office systems experience.
* A keen eye for detail and accurate data entry skills.
* Excellent interpersonal and communication skills both verbal and written.
* Able to use your initiative and be flexible, reacting to change quickly and effectively.
* Able to work effectively as part of a team.
* Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload.
* Confident in problem solving and complaint handling.
* Ability to work independently and manage tasks efficiently in order of priority status.
STRICTLY NO AGENCIES PLEASE
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.
We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.
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