Operations Assistant

3 months ago

Liverpool, United Kingdom TIP Trailer Services Full time

**Purpose**:
The Operations Assistant is accountable for service delivery to our VIP customers. The key duties are to service the VIP customers & act as a single point of contact for all requests. The CSS needs to deliver excellent customer service & make the right cost decision to ensure the maintenance budget (Operational Plan & Customer CV) is adhered to.

**Opportunities we offer**

If you are looking to work in an environment where the importance of team spirit is valued highly, where safety of staff is of primary importance and where you are encouraged to enhance your skills set, then we have many opportunities available throughout Europe.

At TIP Trailer Services we are constantly investing in the latest IT technology & training, ensuring you have the right equipment and skills to best serve our customers.

Are you passionate about supporting a world class team? Are you focused on 100% satisfied customers? If so, TIP has a great opportunity for you.

**Responsibilities**:
Profitable Growth

The Operations Assistant needs to execute on planned margins/contributed value
- Raise work orders, ensure accurate coding, check maintenance history, validate & authorise 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 vendor pricing
- Parts management: stock management at the customer site for MSUs (Mobile Service Units).

World Class Customer Service

The Operations Assistant needs to execute on account plans.
- Trailer reservations: reserve trailers correctly, select correct account, select rate, asset & manage expired reservations, manage one ways, minimise non billing days
- Send jobs to mechanics (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 & analyse customer related data within the timeline agreed with the customer & deliver input for contract review card/ margin improvement plans

The Operations Assistant 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 tail lifts & reefers.

Leadership
- Initiate the development needs to PDP & follow up
- Attend team meetings & proactively participate
- Deliver on new productivity or process improvements.

**Qualifications**
- Proven, relevant, working experience in an administrative role
- Able to work under pressure; stress resilient
- Self-motivated

**Required competencies**
- _Interpersonal Skills_: Able to successfully interact with others on different levels. Give assistance to customers & colleagues. Able to share information in an honest & open manner with integrity
- _Negotiation Skills_: Able to negotiate, to achieve best results with vendors
- _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 prompt & efficient 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 prioritise & organise 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 improv

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