Job Title: Logistics Coordinator
Department: Operations
Contract: Permanent
Hours: 37.5 - Shift Rotation
Reporting to: Operations Supervisor
Location: Warrington
GFS is a leader in the creation of high-tech solutions for the eCommerce and Logistics market space. We provide a multi-carrier solution to small and large businesses alike, offering a single point of contact and a customer-focused delivery solution. We ensure accurate and up-to-date parcel tracking, manage customer questions and queries, and handle claims for missing and damaged goods. Our solutions have helped many retailers reach customers across the UK and worldwide.
The shift pattern for this role will be Monday to Friday with 1 in 3 weekends working an 8.5-hour shift between 09:00-22:30.
Main tasks and responsibilities
* Develop and maintain a detailed understanding of products and services offered by GFS and GFS carrier partners.
* Track third-party suppliers and carrier partners to ensure collections are made as scheduled.
* Take corrective action when variances to schedule are identified and record any actions taken or costs incurred.
* Inform customers of any variations to their scheduled collection and advise on potential impacts.
* Set up ad-hoc and scheduled collections with third-party suppliers and carriers on behalf of customers, account managers, and sales managers.
* Update GFS consolidation points about changes to planned schedules.
* Provide 'out of hours' weekend operational coverage.
* Proactively manage weekend collections, ensuring they are made on schedule and informing customers and consolidation points.
* Resolve weekend collection issues and advise relevant account managers of any service impacts.
* Keep all collection administration up to date.
* Assist in the onboarding of new GFS customers.
* Liaise with Customer Care and Account Managers to identify and resolve ongoing service issues with carrier partners or third-party suppliers.
* Provide management and carrier partners with daily reports detailing logged issues.
* Coordinate the administration of the GFS van fleet in liaison with GFS depots.
* Promote GFS brand image and values through professional appearance and behavior to reflect high standards and develop customer relationships.
* Maintain high levels of customer satisfaction and strive to improve operational service quality.
* Develop good working relationships with customers and suppliers via telephone and email using Zendesk.
* Perform other reasonable duties as assigned by senior management.
Education and Experience
Essential:
* Experience in a customer service role;
* Ability to influence suppliers to achieve best-in-class service;
* Self-motivated team player capable of working independently;
* Excellent interpersonal and communication skills;
* Attention to detail;
* Ability to work under pressure;
* Reliable commute to Warrington offices;
Desirable:
* Experience in logistics or the parcel industry;
Personal qualities:
* Good communication skills;
* Respect for others' opinions;
* High integrity, trust, and respect;
* Decisiveness;
* Approachable, adaptable, flexible;
* Positive 'can-do' attitude;
* Reliability.
Key Competencies
* Strong communication skills for liaising with internal and external stakeholders;
* Proficiency in English & Maths;
* Good IT skills (Outlook, Word, Excel);
* Self-motivated and problem-solving skills;
* Calm demeanor.
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