We are currently working with a family owned transport company who are seeking a Operations Controller to join their growing team. You will be responsible for ensuring a high level of customer service from the initial booking through to completion, while providing critical support for the operations and control functions of the site. The role is dynamic and may evolve to accommodate the changing needs of the business. As directed by management, you may be asked to take on additional duties that fall within your capabilities.
Main Responsibilities
* Confidently and efficiently manage all incoming customer calls, providing a polite and professional service.
* Address customer queries promptly and accurately, ensuring a high level of customer satisfaction.
* Accurately process customer bookings, offering tailored solutions to meet their specific requirements.
* Complete bookings using the company’s in-house system (SLM), ensuring correct input of details.
* Provide assistance to the Customer Service Assistant, helping with any complex booking or operational issues.
* Proactively inform clients about any delays or issues affecting their services.
* Input and monitor costs for employed and day-rate drivers, ensuring financial accuracy.
* Maintain accurate financial records and help reduce discrepancies during invoice checking.
* Build and nurture strong customer relationships, promoting services to enhance the customer experience.
* Understand the specific needs of clients and suggest solutions that best suit their requirements.
* Work with clients to understand their individual requirements and tariffs, helping to build project budgets and route plans for specialist projects.
* Ensure that all jobs are collected and delivered within the agreed timescales, meeting the "Delivery by Time" standards.
* Effectively manage client operational queries, ensuring that customers are fully informed of the outcome in a timely and professional manner.
* Address courier queries swiftly and effectively, maintaining minimal complaints and viewing couriers as valuable resources within the operation.
* Demonstrate flexibility in a fast-paced, changing work environment, adapting to new tasks or unexpected demands effectively.
* Utilise Microsoft Word and Excel to manage data, update customer and driver records, and complete necessary documentation as required.
* Maintain a thorough understanding of the fleet, vehicle capabilities, and the drivers assigned to each vehicle.
* Ensure the efficient assignment of drivers to vehicles, taking into account vehicle suitability and availability.
* Proactively anticipate driver needs and schedules, allocating work in the most efficient and cost-effective manner, ensuring smooth operations.