Logistics & Complaints Coordinator
3 days ago
**Logistics & Complaints Coordinator**
**Salary**: £40,000 per year
**Job Type**: Permanent
**Principal Purpose**
- The role is one of customer satisfaction in our service and cost control and accountability with respect to our logistics suppliers and department linked to our sales functions.
- Reporting directly to the Operations Manager the Logistics and Complaints Co-ordinator will be responsible for overseeing all aspects of the hour by hour, day by day fulfilment of all deliveries to customer satisfaction and company policies.
- Longer term the role will be a major instigator in the development of systems and control. The person will be an integral part in the drive to ensure the business delivers on best in class logistic fulfilment and is ready to support sales with continuedgrowth
Principal Elements
- Maintain and manage the live day-to-day relationship between our business and third party logistics suppliers (3PL) as goods move from our facilities to final acceptance by consumers, closing the loop to final supplier invoice sign off. Ensuring all companyand customer requirements are met.
- Monitor performance levels and costs for 3PL suppliers.
- Communicate customer issues with the sales/operations/warehouse teams to assure OTIF is achieved first time to customer satisfaction within acceptable cost limits.
- Devise ways of improving the customer experience, including resolving problems and complaints in terms of 3PL performance.
- Plan and manage the final delivery of goods, being responsible for providing an OTIF delivery service.
- Be the first point of contact to manage 3PL fails communicated from 3PL
- Be the first point of contact to 3PL as customer communicate their fails.
- Raise claims against 3PL for fails in terms of lost and damaged materials
- Sign off and audit 3PL invoices ensuring charges cover good deliveries only.
- Attend and report at regular Management Meetings giving current state along with updates regarding operational changes and new project initiatives.
- Ensure Health and Safety is at the forefront of all operations.
**knowledge and Experience** (Knowledge and experience needed for satisfactory performance of the job)
- Liaise and negotiate with 3PL providers and drive time/cost efficiency where possible.
- Focus on understanding COF (certificate of fitness for vehicles)
- Maintain metrics and analyse data to assess performance and implement improvements across functional areas.
- A true, confident ambassador of complaints - fully versed in dealing with customers and staff at all levels.
- Experience of developing, reviewing and creating process documentation
- Be committed to continuous improvement in service delivery
- Have the ability to take ownership and resolve problems to a conclusion
- Be able to take appropriate action at the right time to minimise the impact on our customers and the organisation
**For more information contact one of our Consultants at TRC GROUP and send your CV via this advertisement
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