Customer Service Specialist
Location: Knottingley
Time Type: Full time
Posted On: 26 Days Ago
End Date to Apply: October 21, 2024 (1 day left to apply)
Job Requisition ID: R0012669
Responsibilities:
Profitable Growth
* Raise Work Orders, ensure accurate coding, check maintenance history, validate & authorize 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 the agreed vendor pricing.
* Parts management: stock management at the customer site for MSUs (Mobile Service Units).
World Class Customer Service
* Tanker reservations: reserve tankers correctly, select correct account, select rate, asset & manage expired reservations, manage one ways, minimize Non Billing Days.
* Send job to mechanic (Mobile Service Unit) & upload GETSMART & GETPART, update system.
* Tire management: meet FOS cycle time, casing control & fleet inspections.
* Follow up on customer insurance related tasks.
* Report & analyze customer related data within the timeline agreed with the customer & deliver input for contract review card/ margin improvement plans.
* Demonstrate understanding & drive improvements of customer satisfaction.
* Follow up on customer request in a timely manner.
* Manage customer related calls (inbound & outbound), to increase customer’s 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 tanker specialist services.
Leadership
* Initiate the development needs to PDP & follow up.
* Attend team meetings & proactively participate.
Simplification & Creativity Through Teamwork
* Deliver 1 new productivity or process improvement.
Qualifications:
* Minimum of 2 years of relevant working experience in an administrative role.
* Computer skills: average knowledge of the MS Office applications.
* Able to work under pressure; stress resilient.
* Self-motivated.
Required Competencies:
* Interpersonal Skills: Ability to successfully interact with others on different levels, providing support to customers & colleagues.
* Negotiation Skills: Able to negotiate to achieve best results with vendors.
* Customer Excellence: Service customers with a positive, professional & '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 Operating Procedures while delivering improvement ideas.
* Budget Management (P&L Skills): Understand the impact of correct Fleet Management & activity coding.
* Communication Skills: Able to articulate & ensure clear communications both orally & written.
* Time Management: Can prioritize & organize tasks effectively.
* Analytical Skills: Able to understand historical data to influence decisions.
* Process & Change Management Improvement: Flag areas for improvement to the Customer Service Assistant Manager.
* Leadership: Able to collate information and make informed decisions.
Whilst the above outlines the main duties of the post, the list is not exhaustive and duties may need to change in the light of future developments or as directed by management and business needs.
We believe diversity drives innovation. The variety of nationalities, cultures, religions and ethnic backgrounds enrich our workforce by bringing together new ideas, innovations and thinking styles that lead to business success. Integrity, honesty and ethical behavior are at the core of our business. When we have a vacancy, we welcome everyone who has the potential, skills, commitment and honest way of working into our TIP family.
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