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Job description

Service Delivery Co-Ordinator Role

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)

This is initially a 6 month temporary contract.

Role

· Job allocation and planning of resource 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

· Develop and maintain good relationships with all drivers that encourages constant 2-way communication

· To respond appropriately and professionally to all customer and driver requests/correspondence

· Proactively communicate with Customer 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 process’

· 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):

· To deliver an excellent service through effective allocation of jobs to drivers and a 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

· Answering 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’ on your area
• Full ownership, autonomy and accountability of your allocated area in service, cost and performance.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Salary: £25,000.00-£27,000.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• On-site parking
• Sick pay
• Store discount

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday

Ability to commute/relocate:

• TAMWORTH: reliably commute or plan to relocate before starting work (required)

Experience:

• customer service: 1 year (required)
• Logistics: 1 year (preferred)

Work Location: In person