Role Purpose
As the Customer Operations Coordinator you will be responsible for the daily driver operations serving as the link between our Logistics Team and the Customer Experience Team.
You will take ownership of the day to day movements and schedule of our team of drivers, ensuring that they are in the best possible position to deliver a first class vehicle handover.
You will troubleshoot problems our drivers might encounter on their journeys or with the end consumer and use your initiative to pre-empt any issues where possible. You will work with the Customer Experience Team, who take care of the final end user of the vehicle, to resolve any issues.
Coordinator Requirements
- You will be responsible for the day to day operations of our team of drivers
- Working closely with the drivers to ensure as a team we deliver a 5 star service that exceeds customer expectations
- Building a successful working relationship with the drivers and Customer Experience Team
- Taking inbound and making outbound calls to the drivers and the Customer Experience Team
- Troubleshooting any issues that have arisen or may occur
- Liaise with the Planning Team to ensure each journey goes smoothly
- Ensure Hub Location Managers are up to date and aware of the schedule in advance
- Provide accurate and proactive updates to the Customer Experience Team
- Respond to emails from team members, other departments and key stakeholders
- You must be flexible to the needs of the company and the customer
- You should be willing to learn and attend continuous improvement workshops and training programs whilst also using your own initiative to learn about and understand the wide variety of tasks involved within the role
Coordinator Skills
- A strong customer service or customer satisfaction background
- Confident to communicate with all team members
- Able to quickly establish good working relationships
- An understanding of the customer journey and this key role within it alongside the importance of delivering a customer service to the very highest quality is essential
- Must have good interpersonal skills and be reliable
- An ability to work alone and as part of a wider team
- Understanding of IT skills/ use of hand-held devices for appraisals and feedback to the Operations Team
- Good communication skills both written and verbal
- Ability to use own initiative and see the ‘bigger picture’
- Confident, polite and professional telephone manner
INDLP
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