Responsibilities: Profitable Growth The Customer Service Specialist needs to execute on planned margins /Contributed Value. 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. Needs to be able to challenge booking of Fleet Protect costs. 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 The Customer Service Specialist needs to execute on account plans. 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. Workshop Mobile Service Unit planning regarding holidays/sickness. Veriwise report 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 The Customer Service Specialist needs to demonstrate understanding & drive improvements of customer satisfaction. Follow up on customer request in a timely manner Manages 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 improvements 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 Language skills: Required Competencies Interpersonal Skills: Ability to successfully interact with others on different levels, providing support to customers & colleagues. Able to share information in an honest & open manner with integrity Negotiation Skills: Able to negotiation, to achieve best results with vendor. Customer Excellence: Service customers with a positive, professional & 'can do' attitude. Understand customer requirements & TIP’s capability to meet & exceed these requirements. Respond in a prompt & efficiently manner to customer queries & issues. Perform standard customer related tasks in a consistent & efficient fashion. Product & Services Knowledge: Understand how the product relates to the level of service for the customer & explain the components & benefits. Process Knowledge: Correct use of business systems & Standard Operation Procedures whilst delivering improvement ideas to the Customer Service Assistant Manager. Budget Management (P&L Skills): Understand the impact of correct Fleet Management & activity coding. Ability to challenge costs & identify opportunities to recharge, reduce costs, & manage fair wear & tear. Actively seek opportunities for cost control & flag to manager. Communication Skills: Able to articulate & be easy to understand ensuring clear & concise communications both orally & written. Time Management: Can prioritize & organize tasks, with the ability to multi-task. Fully utilize business systems to effectively manage flow & storage of information whilst ensuring business administrative procedures & processes are used to complete all administrative requirements. Ensure information is easily accessible to others & all tasks are completed in a timely manner. Analytical Skills: Able to understand historical data to influence decisions on daily work matters. Demonstrate ability to determine relevant information & identify critical elements. Process & Change Management Improvement: Flag areas for improvement to the Customer Service Assistant Manager & challenge status quo of processes. Be open to change with the ability to adapt where appropriate. Leadership: Able to collate information and make an informed decision for daily work matters, knowing when to escalate issues. Have enthusiasm to embrace work assignments & energize other team members. 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.