Please note this is an office-based role NOT warehouse.

SHIFTS WILL USUALLY BE 7PM TO 7AM OR 9PM TO 9AM

Crown SDS are offering an excellent opportunity to be
part of a great team environment in a rapidly growing business. To provide a cost effective, reliable, efficient and sustainable delivery service meeting the customers’ needs and in line with the Company’s objectives.

Reporting to Front Line Manager, you will be responsible for being the first point of contact for drivers and customers. The role requires a high level of flexibility & the ability to communicate orally as well as in writing, working off own initiative & performing consistently & efficiently. Communication will be via Telephone, email & proactive
alerts. Working to achieve optimum customer satisfaction and service delivery at all times.

This role will involve time spent working as both
customer service and controller, so it requires a great deal of flexibility and multi-skilling. It is a completely office-based role.

Role

• Providing an excellent service by meeting on-time
deliveries/time windows and all customer specific delivery SLA’s with efficient planning.

• 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

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

• Maximise profitability of all drivers/jobs/accounts
under your ownership

• Ensure driver compliance with driver app

• 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.

• To provide a consistently high standard of Service to
all drivers and customers

• Respond appropriately and professionally to all driver and customer requests

• Job Allocation to drivers and planning to achieve
required response times to ensure Customer Satisfaction within required profit margins.

• Maintain continuous contact with Customer and Driver during end-to-end process of our service provision.

• Handling of live customer complaints

• Achieve response times (SLA)

• Full awareness of real-time resource availability

• Accurate pricing of jobs for drivers and customers as per pricing process

• Maximise profit and prevent occurrence of loss-making jobs ensuring appropriate targets are met

Applicant Criteria

· Previous experience of working nights required.

· Strong work ethic giving full attention to detail and
accuracy

· Able to solve problems with minimal supervision

· Excellent telephone communication skills with rapport building abilities

· Strong administration skills

· Willingness to be flexible

· Excellent interpersonal skills , with willingness to
co-operate and work effectively as part of a team

· Previous customer service experience is essential

· Able to identify issues, problems and opportunities and able to practically resolve and implement corrective action as appropriate.

· Generates enthusiasm and has a positive attitude to
change.

· Able to work on your own initiative and prioritise
workloads

· Work allocation/planning experience desired

· Logistics Industry experience preferred.

· Experience working in high pressured environment