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, providing a single point of contact and a simple Customer focused delivery solution. We provide accurate and up to date tracking of all parcels, manage all questions and queries and seamlessly handle claims for missing and damaged goods. Our solution has helped many retailers reach customers across the UK and worldwide that were previously out of their reach.
The shift pattern for this role will be Monday to Friday with 1 in 3 Weekends working an 8.5 hour shift between the hours of 09:00-22:30.
Main tasks and responsibilities
* To 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 being made to schedule.
* Take corrective action where variances to schedule are identified and record any action taken or costs incurred.
* Inform customers of any variation to their scheduled collection advising of impact, if any, on the service offering.
* Set up additional ad-hoc and scheduled collections with 3rd party suppliers and carriers on behalf of customers, account managers and sales managers.
* Advise and update GFS consolidation points of any changes to planned schedules.
* Provide 'out of hours' weekend operational cover.
* Pro-actively manage weekend collections ensuring they are being made to schedule and advise customers and consolidation points.
* Resolve weekend collection issues and where there will be a service impact advise the relevant account manager.
* Ensure that all collections admin is kept up to date.
* To assist in the implementation of all new GFS customers
* To liaise with Customer Care and Account Managers to identify customers who are experiencing ongoing service issues and work to resolve these with carrier partners or third-party suppliers.
* Provide management and carrier partners with daily reports detailing logged issues.
* To coordinate the administration of the GFS van fleet in liaison with GFS depots
* Promote GFS brand image and values through own appearance and behaviour so that it reflects GFS high standards and develops customer relationships.
* Continuously strive to maintain high levels of customer satisfaction.
* Strive to enhance the operational service provided to our customers.
* Develop good working relations with customers and suppliers by telephone & emails via Zendesk.
* All other reasonable requirements as specified by senior management.
Education and Experience
Essential:
* Experience of working in a customer service function;
* Ability to influence suppliers to effect best in class;
* Self-motivated team player with the ability to work on their own;
* Excellent interpersonal and communication skills;
* Attention to detail;
* Ability to work under pressure;
* Ability to reliably commute to GFS Warrington offices;
Desirable:
* Experience in logistics and/or the parcel industry
Personal:
* Good communication skills
* Listens to and values the opinions of others
* High level of integrity, trust and respect
* Ability to make decisions
* Approachable, adaptable and flexible
* Positive 'can-do' approach
* Reliable
Key Competencies
* Strong communication skills to liaise with internal and external suppliers/customers at all levels
* Good level of English & Maths
* Good IT skills - Outlook, Word and Excel
* Self-motivated
* Good problem solving skills
* Calm nature