Customer Service Specialist

3 weeks ago

Knottingley, United Kingdom TIP Group Full time

Responsibilities:
Profitable Growth

The Customer Service Specialist needs to execute on planned margins /Contributed Value.
- Raise Work Orders, ensure accurate coding, check maintenance history, validate & authorize additional work, follow up on pending Work Orders related to termination of FleetCare.
- Cost control: secondary warranty, warranty id & management, challenge maintenance cost, negotiating with vendors &/or suppliers. Needs to be able to challenge booking of Fleet Protect costs.
- Ensure Services pricing is in line with the agreed vendor pricing
- Parts management: stock management at the customer site for MSUs (Mobile Service Units).

World Class Customer Service

The Customer Service Specialist needs to execute on account plans.
- Tanker reservations: reserve tankers correctly, select correct account, select rate, asset & manage expired reservations, manage one ways, minimize Non Billing Days.
- Send job to mechanic (Mobile Service Unit) & upload GETSMART & GETPART, update system. Workshop Mobile Service Unit planning regarding holidays/sickness. Veriwise report
- Tire management: meet FOS cycle time, casing control & fleet inspections.
- Follow up on customer insurance related tasks.
- Report & analyze customer related data within the timeline agreed with the customer & deliver input for contract review card/ margin improvement plans

The Customer Service Specialist needs to demonstrate understanding & drive improvements of customer satisfaction.
- Follow up on customer request in a timely manner
- Manages customer related calls (inbound & outbound), in order to increase customer’s satisfaction (Net Promoter Score).

Compliance Management
- Manage Free of Charge Units to ensure this is kept at minimum level.
- Contract maintenance for tanker specialist services.

Leadership
- Initiate the development needs to PDP & follow up.
- Attend team meetings & proactively participate.

Simplification & creativity through teamwork
- Deliver 1 new productivity or process improvements

**Qualifications**:

- Minimum of 2 years of relevant working experience in an administrative role
- Able to work under pressure; stress resilient
- Self-motivated
- Language skills:
Required Competencies
- _ Interpersonal Skills_: Able to successfully interact with others on different levels. Give support to customers & colleagues. Able to share information in an honest & open manner with integrity
- _ Negotiation Skills_: Able to negotiation, to achieve best results with vendor.
- _ Customer Excellence_: Service customers with a positive, professional & a 'can do' attitude. Understands customer requirements & TIP’s capability to meet & exceed these requirements. Responds in a promptly & efficiently manner to customer queries & issues. Performs standard customer related tasks in a consistent & efficient fashion.
- _ Product & Services Knowledge_: Understand how the product relates to the level of service for the customer & able explain the components & the benefits.
- _ Process Knowledge_: Correct use of business systems & Standard Operation Procedures. Deliver improvement ideas to the Customer Service Assistant Manager.
- _ Budget Management (P&L Skills)_: Understand impact of correct Fleet Management & activity coding. Able to challenge costs & identify opportunities to recharge, reduce costs & manage fair, wear & tear. Actively seeks opportunities for cost control & flag to manager.
- _ Communication Skills_: Is articulate & easy to understand. Is clear & concise in both oral & written communications.
- Time Management_: Able to prioritize & organize tasks, so able to multi task. Make use of business systems to effectively manage the flow & storage of information. Also uses the business administrative procedures & processes to complete all administrative requirements. Ensures information is easily accessible to others & all tasks are completed in a timely manner.
- _ Analytical Skills_: Able to understand historical data to influence decisions on daily work. Determines relevance of information & identifies critical elements
- _ Process & Change Management Improvement_: Flag areas for improvement to the Customer Service Assistant Manager & challenge process status quo. Be open for change & have ability to adapt to changes.
- _ Leadership_: Able to collate information to make an informed decision for daily work, know when to escalate. Enthusiastic: embraces work assignments & energize others

Whilst the above outlines the main duties of the post, the list is not exhaustive and duties may need to change in the light of future developments or as directed by management and business needs.
- TIP Trailer Services employs staff at more than 136 locations and at more than 72 maintenance facilities throughout 17 European countries. Our employment opportunities are diverse and available at a variety of locations_._

We believe diversity drives innovation. The variety of nationalities, cultures, religions and ethnic backgroun

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