Courier Operations Clerk

4 weeks ago

West Drayton, United Kingdom Nicholas Associates Full time

Purpose

To work within the Courier Operations team, to complete shipments from start to finish ensuring excellent customer service at all times.

**Main Role Accountabilities**

1.**Compliance**
- Ensure Courier processes are completed in compliance with AEO regulations and procedures including:

- The company ISO 2015 QMS requirements (swift and accurate completion of shipments working within the parameters of the AEO operating procedures and UK customs law.)
- aviation security, dangerous goods and international shipping.
- Adhere to C.A.A security requirements, report any non-conformance that is identified.

2.**Operations**
- Arrange shipments as per customer instructions following customer SOP and liaise with Overseas offices and relevant other companies departments to meet required deadline and KPI set by customer.
- Respond to Customer requests within a timely fashion and in a positive and polite manner.
- Ensure all shipments are placed within the system.
- Manage the necessary documentation and online forms for the efficient, cost-effective and lawful execution of all Courier activities, e.g. Manifests, Waybills, HMRC documentation, POD Reports.
- Arrange collections and liaise with Warehouse and Transport Department for distribution of Courier collections and deliveries.
- Provide "collection/delivery notes" and or notification "in writing" of all relevant instructions.
- Liaise with suppliers as necessary regarding cost and service issues.
- Investigate and implement the most cost-effective dispatch of each shipment in accordance with the customers' instructions.
- Negotiate cost effective practice with authorized sub-contractors.
- Ensure the courier bay in the warehouse is kept clean and tidy at all times.
- Monitor shipments and update all tracking information in systems daily.
- Label up shipments correctly in warehouse prior to dispatch.
- Handle Warehouse Inventory dispatches within the specified deadlines.
- Ensure each file is closed down and filed away in a timely fashion with all supporting paperwork contained within.
- Identify areas to maximise profitability by proactive file management.
- Identify smarter ways or working to increase efficiency.

3.**Customer Focus**
- Maintain and develop customer relationships alongside any other relevant departments.
- Understand individual customer needs and requirements.
- Communicate quickly and professionally to customers any changes that affect their business e.g. delays, emergency measures etc.

4.**Measurement**
- To follow company Processes and Standard operating procedures ensuring company KPIs are met.
- Proactively manage operational files through agreed KPIs. This will include:

- Files to be invoiced within agreed KPI (5 Days).
- Correct costs from suppliers added during the live operation of the job.
- Correct customer tariff reducing customer invoice queries.
- Shipment delivered to customer agreed KPI.

5.**Accounting**
- Ensuring all billing is carried out within a timely fashion (KPI is 5 days) monitoring and ensuring correct input of purchase costs into the system enabling accurate billing and profit reporting.
- Liaise with overseas offices, partners and vendors ensuring correct costs are received.
- Monitor invoicing against the agreed costs and highlight to Manager any areas for loss.
- Checking off/authorizing purchase invoices against job file in system.
- Identify errors as a result of invoice queries from finance.
- Resolve errors and ensure that they are not repeated.
- Ensure all purchase invoices are returned to accounts within 24 hours.

6.**Quotations**
- Ensure quotations are responded to in a timely fashion dependent on customer requirements (KPI is 30 minutes).
- Complete all quotations through BoxTop, follow up and when customer gives the green light converted into a live job.
- Understands customer requirements for completing quotations and ensure team is working to these standards.

7.**Personal Compliance**
- Be aware of the standards expected in respect of the job, attendance, time keeping and behaviour and the standards set out in the handbook and the HR Policy Manual.
- Adhere to the company Health and Safety Policy.

8.**Personal Development**
- Complete annual appraisals in line with standards with Line Manager.
- Ensure an active PDP is in place.
- Ensure all mandatory training is completed within the required time frames and refresher courses are completed are completed prior to expiry date.
- Highlight any areas or needs for training with line manager.

Personal Attributes
- Customer focussed with excellent attention to detail.
- A sound knowledge of Courier processes.
- Excellent customer service skills.

Key Skills and Attributes
- Work pro-actively using own initiative.
- Proven communication skills both written and verbal.
- Previous experience dealing with varied customer base and building strong relationships.
- Ability to consider several possible options and decide on most appropriate method.
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