Operations Assistant Liverpool, England
Job description
Purpose:
The Operations Assistant is accountable for service delivery to our VIP customers. The key duties are to service the VIP customers & act as a single point of contact for all requests. The CSS needs to deliver excellent customer service & make the right cost decision to ensure the maintenance budget (Operational Plan & Customer CV) is adhered to.
Opportunities we offer
If you are looking to work in an environment where the importance of team spirit is valued highly, where safety of staff is of primary importance and where you are encouraged to enhance your skills set, then we have many opportunities available throughout Europe.
At TIP Trailer Services we are constantly investing in the latest IT technology & training, ensuring you have the right equipment and skills to best serve our customers.
Are you passionate about supporting a world class team? Are you focused on 100% satisfied customers? If so, TIP has a great opportunity for you.
Responsibilities:
Profitable Growth
The Operations Assistant needs to execute on planned margins/contributed value
- Raise work orders, ensure accurate coding, check maintenance history, validate & authorise 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 vendor pricing
- Parts management: stock management at the customer site for MSUs (Mobile Service Units).
World Class Customer Service
The Operations Assistant needs to execute on account plans.
- Trailer reservations: reserve trailers correctly, select correct account, select rate, asset & manage expired reservations, manage one ways, minimise non billing days
- Send jobs to mechanics (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 & analyse customer related data within the timeline agreed with the customer & deliver input for contract review card/ margin improvement plans
The Operations Assistant needs to demonstrate understanding & drive improvements of customer satisfaction.
- Follow up on customer request in a timely manner
- Manages customer related calls (inbound & outbound), in order 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 tail lifts & reefers.
Leadership
- Initiate the development needs to PDP & follow up
- Attend team meetings & proactively participate
- Deliver on new productivity or process improvements.
Qualifications
- Proven, 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: Able to successfully interact with others on different levels. Give assistance to customers & colleagues. Able to share information in an honest & open manner with integrity
- Negotiation Skills: Able to negotiate, to achieve best results with vendors
- Customer Excellence: Service customers with a positive, professional & a 'can do' attitude. Understands customer requirements & TIP’s capability to meet & exceed these requirements. Responds in a prompt & efficient manner to customer queries & issues. Performs 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 & able explain the components & the benefits
- Process Knowledge: Correct use of business systems & standard operation procedures. Deliver improvement ideas to the Customer Service Assistant Manager
- Budget Management (P&L Skills): Understand impact of correct fleet management & activity coding. Able to challenge costs & identify opportunities to recharge, reduce costs & manage fair, wear & tear. Actively seeks opportunities for cost control & flag to manager
- Communication Skills: Is articulate & easy to understand. Is clear & concise in both oral & written communications
Time Management: Able to prioritise & organise tasks, so able to multi task. Make use of business systems to effectively manage the flow & storage of information. Also uses the business administrative procedures & processes to complete all administrative requirements. Ensures 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. Determines relevance of information & identifies critical elements
- Process & Change Management Improvement: Flag areas for improvement to the Customer Service Assistant Manager & challenge process status quo. Be open for change & have ability to adapt to changes
- Leadership: Able to collate information to make an informed decision for daily work, know when to escalate. Enthusiastic: embraces work assignments & energise others.
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.
Benefits we offer
· Company pension
· Private healthcare
· 25 days holiday plus bank holidays
· Generous referral programme
· Life assurance
· And many more!
TIP Trailer Services employs staff at more than 136 locations and at more than 72 maintenance facilities throughout 17 European countries and Canada. Our employment opportunities are diverse and available at a variety of locations.
TIP is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.
Hiring is subject to background check.
Job Types: Full-time, Permanent
Salary: Up to £26,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- On-site parking
- Private medical insurance
- Referral programme
- Work from home
Schedule:
- Day shift
- Monday to Friday
- No weekends
Supplemental pay types:
- Bonus scheme
- Loyalty bonus
Work Location: In person
Reference ID: R0010141
