customer relations Tamworth, England
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
