Full Load Centre Planner/Customer service agent
Graduate job Hemel Hempstead (Hertfordshire) Administration
Job description
Ref: req22441
Overall Role Purpose
To ensure effective planning of transport schedules whilst providing an exceptional standard of customer service which meets or exceeds the customers expectations.
Monitors, controls and provides effective solutions whilst providing proactive and accurate information to customers. Ensure loads are allocated across the FLC network.
Ensure optimum efficiency of transport schedules and deliver operational excellence and service in line with customer KPI's.
Accountabilities
External Customer
Customer Function
• Ensure smooth operation in your area of responsibility targeted towards:
- movement of freight from source locations inbound to Last Mile delivery movement of freight
- timely resolution of EDI and data issues
- escalation of any customer expedite requirements
- resolving customers’ issues in a timely manner.
- timely provision of IOD and POD information
- provision of loss/damage information in line with customer guidelines
- handling of insurance claims in timely manner
- improving customers’ satisfaction and loyalty
- maximising revenue generating opportunities
- restoring customer confidence during service recovery
Incidents
- driving continuous improvement
• Achievement of all KPI targets
• Aligning with European partners & relevant DHL divisions to meet/exceed our customers’ promise.
Internal Customer
FLC Manager
• Work with your line manager to ensure you are knowledgeable, competent and skilled to consistently deliver best-in-class planning and customer services. All processes adequately support the needs of your role to enable performance and management reporting.
• Customer facing contact point for customer issues, for serious shipment related incidents and follow up on issues assigned your line manager.
• When requested to do so, participate in new projects and initiatives for the department through participation in workgroups focused on creating positive customer service experiences and revenue generation.
• CSI, DHL Partners & other DHL Divisions
• When requested to do so, collaborate to develop and implement strategies to manage the provision of personal, dedicated, proactive and customized solutions to encourage customer loyalty and improve business volume and profitability.
Domestic & International Operations
• When requested to do so, participate in the deployment of creative operational service processes and recovery initiatives to restore confidence in the event of service failure at the customer care and trace management sections.
Other Stakeholders
IT
• Liaise with IT for technical issues ensuring accurate information is provided for routing of issue to correct resolver group and resolution of issue.
• When requested to do so, collaborate to develop and implement cost effective IT solutions which add value to our internal processes and ultimately improve the service we provide to the customer.
Financial Admin Team
Liaise with the Finance team to accurately provide billing information to enable the customer to be billed in a timely manner
Process
Business Development and Management
As a key member of the team you will participate in
• Implementing activities which must be followed to ensure smooth operation of processes are adhered to.
• Liaise with other DHL divisions and external suppliers to provide optimized and cost effective origin and Last Mile process execution in line with the customer’s specific pickup and delivery requirements
• Drive accuracy of shipment data and ensure pre-alert checking processes are executed and any issues are resolved in a timely manner.
• Monitor EDI flows to ensure anomalies are identified and resolved in a timely manner. In the event of EDI failure, ensure you execute effective manual processes and inform the respective parties including customer, DHL partner.
• Follow track and trace procedures to proactively monitor critical check points in the flow of freight through DHL Networks or freight movement using via suppliers until receipt DHL Freight Arrival Gateway.
• Provide pro-active information to the customer when exceptions occur and processes.
• Ensure Loss and Damage processes are adhered to and, security procedures are implemented for missing freight.
• Ensure IOD and POD information is captured accurately and reported to the customer in a timely manner.Ensure customer complaints and issues are resolved effectively and in a timely manner.
• Ensure insurance processes are implemented effectively.
• Ensure DHL partner issues/complaints and issues are resolved effectively and in a timely manner.
• Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and analysis of service incidents and complaints.
• Produce and monitor of Customer performance reports. Review and analysis of KPI figures to notice trends and also provide key information to your line manager and relevant parties.
Driving Customer Service Excellence
• As a key member of the team participate in developing a high performance service excellence culture within the Department which is both flexible and cost consciousness
• Ensure customer satisfaction by providing exceptional standards with a view towards establishing and maintaining a competitive advantage.
• Proactively contact customers and build effective relationships with customers to ensure customer satisfaction and promoting wider DHL services.