Summary
Primary Duties:
Daily
- Receive morning handover from transport team.
- Undivert all mailboxes from transport@ email address.
- Ensure all phone calls and emails are answered promptly throughout the working
day. - Assist with all customer enquiries, escalating to senior management where
necessary. - Handle any customer issues and complaints, escalating to senior management where
necessary. - Input all bookings and quotes onto the system as comprehensively as possible
including addresses, contacts and load details, ensuring any missing information is
requested accordingly. - Action any quotes or bookings made by customers through the online portal.
- Record all ad-hoc consignment activity, in the internal notes section of each booking.
- Monitor driver progress throughout the consignment, ensuring they are on site within
the requested time frame and delivering directly unless otherwise agreed. - Monitor on-site times for both collection and delivery to avoid any issues and
potential additional waiting time charges. - Action any jobs highlighted in red, obtaining an update, recording the contact in the
internal notes and relaying update to customer. - Ensure all customer costs are correct in each consignment, matching costs quoted to
the customer. - Liaise with Transport Department to ensure new bookings are promptly covered.
- Ensure collection, delivery and customer contact numbers are present for all
consignments, including customer contacts for jobs going out of normal working
hours (07:00 – 18:00) - Liaise with customers and suppliers regarding any loading or unloading issues to
avoid unnecessary delays and additional charges. - Always backup any verbal conversations with customer via email including additional
charges.
- Set up any new customers with full and correct details as well as making sure that
they are affiliated to the correct depot. - Deal with any customer portal set up requests and make sure that the customer can
gain access. - Continually keep customer contact information up to date.
- Action any notifications approving uploaded POD’s ensuring that they are an acceptable standard and flagging any unacceptable POD’s or signatures.
- Follow up on all quotes, recording feedback in the internal quotation notes.
- Chase outstanding PO numbers where not provided by the customer to avoid accounting delays.
- Provide thorough handovers to colleagues when going on break, lunch break and at the end of shift.
- Utilise every opportunity to communicate with customers via telephone to maintain and develop relationships.
- At the end of the working day, divert all mailboxes to the transport@ mailbox and copy in out of hours@ on email handovers.
- Operate as a lead point of contact for your assigned customer accounts.
- Look to maximise revenue from your assigned customer accounts.
- Provide shift cover for holidays and sickness ensuring the shift pattern is maintained.
- Complete daily audit checks.
Weekly tasks:
- Contact your assigned customer accounts to develop strong relationships and
encourage greater spend. Reporting all contact in the notes section of the customer. - Work closely with sales team to re-establish relationships with any non-traders and
upsell any current accounts. - Participate in bi-weekly 1-1’s completed by line manager.
- Report to management and rest of team on your assigned customer accounts
activity.
Quarterly tasks:
- Complete appraisal forms and return to manager.
- Conduct customer visits on an ad-hoc basis where required.
Secondary Duties. - Partake in the Company’s on-call rota and complete on call duties.
- Make sure the office is kept clean and tidy when and where necessary.
In addition to your primary and secondary duties you may be required to undertake other duties and you will be required to obey all reasonable directions from time to time given by the Company. The Company reserves the right to vary your duties.