Job Title: Planning and Customer Support Co-Ordinator
Reports to: Planning Manager
JOB PURPOSE:
The job holder will be the first point of contact between our customers and the operations teams and will be expected to engage with all stakeholders to resolve queries. You will be key to providing details to the customers and the operators by tracking and monitoring performance across the network and proactively highlighting any issues so that the business can maintain high levels of contractual KPI achievement. The role will ensure all collections/ deliveries are planned for the customer, ensuring customer requirements are met and all additional work is built into the required routes and plans.
4 day week shift pattern of Thursday - Saturday starting at 08:00 and finishing at 18:00.
KEY ACCOUNTABILITIES:
- Responsible for ensuring the provisional plan is set up and issued to all sites and the final plan confirmed in a timely manor on any day.
- Ensuring all booking references are obtained from customers and entered onto the plan
- Responsible for the planning of all additional routes
- On a daily basis, ensuring all routes on the daily schedule are checked ensuring additional work is booked in and any changes to make routes/deliveries more efficient, such as combining routes to fill empty running, saving drivers, nights out is reviewed and changes made as needed.
- Making any amendments to the plan on a day to day basis due to a change in customer requirements or at the request of sites to assist with managing deliveries to all customers.
- Ensure all internal customers are advised of any changes to the base plan or the schedule and that these changes are clearly communicated.
- Liaising on a daily basis with customer to secure backhaul loads and ensure required changes are made as needed.
- Assisting with the planning of new work, changing routes and investigating ways in which we can improve the network, improve efficiency and make cost savings for the business.
- Able to effectively liaise and communicate, directly with key stakeholders and build rapport with key operational departments within the Moran network
- To capture, analyse and act upon information to provide customer service/planning and KPI reports to customers and internal teams meeting time critical deadlines
- To capture, analyse and act upon information from internal systems, combined with communications from operators.
- To analyse data and provide reports to deliver the best possible customer service and help achieve contractual KPI's.
- To work continuously to achieve set KPI's that improve the quality of service delivered to our customers.
- To be able to confidently receive and make outbound calls and provide clear and concise information
- Working with internal customers to support them in dealing with Planning & Customer Services issues and work together to resolve them.
- Supporting the department with ad hoc and project work as required.
- To maintain and file all records in accordance with company procedure.
- To constantly review working processes within the business to ensure best practice is being followed and will benefit the business and our customers.
Health & Safety:
- To ensure you follow safe working practices.
- To promptly report all accidents and incidents to your line manager.
- To assist in accident investigations as necessary.
- To ensure that housekeeping standards are maintained.
- To adhere to relevant site rules, QEHS policies and procedures including quality procedures, HACCP, safe systems of work and environmental controls.
Communication:
- To have excellent communication skills and ability to liaise verbally confidently with employees, stakeholders and customers at all levels.
- To listen carefully to instructions.
- To keep your Manager up to date with any work issues that may affect deadlines.
Flexibility and Ad-Hoc:
- To be flexible to work on a variety of duties as required.
- To carry out any other task that is reasonable and within your skill set as business needs dictate.
KNOWLEDGE, SKILLS, EXPERIENCE
- Must have previous transport/logistics experience
- Experience of working in a transport planning environment is highly advantageous.
- Able to use Microsoft packages including Excel, Word and Outlook proficiently.
- Previous experience of working with a Transport Management System
- Previous experience of microlise would be advantageous, but training will be given.
- Well organised with an acute attention to detail.
- Must have excellent communication skills and a confident telephone manner.
- Must have a tenacious outlook.
- Able to work with minimum supervision.