Monitors facility reporting metrics related to service, safety, cost and quality on a daily basis. Investigates potential performance issues and addresses with Business Contacts and Authorized Officers (BC/AO). Reviews inaccuracies in generated reports with appropriate parties to include administrative staff and BC/AOs. Ensures errors are corrected in appropriate systems and verifies accuracy of metrics reported Communicates with BC/AOs of Independent Contractors (ICs), Independent Service Providers (ISPs) and temporary agency employees regarding day-to-day operations including IC/ISP requested load plan changes and implements these changes into the Vision/VRP systems. Reviews operational metrics with BC/AOs that will affect daily planning and performance including service and customer satisfaction Investigates customer service complaints to include disputed deliveries, missing packages, early and late pickups, etc. Communicates resolved issues with customer directly to ensure customer satisfaction Escalates unresolved issues with BC/AOs to appropriate management Maintains and updates vehicle maintenance information on all temporary and/or company-owned assets. Responsible to ensure contractually agreed upon standards and Department of Transportation (DOT) requirements are adhered to for both company and vendor equipment Creates and maintains files for company and vendor equipment and ensures that all relevant insurance and maintenance documents are accurate and up to date. Creates and maintains files in accordance with DOT regulations for all drivers (IC, ISP and Temporary) Assists in the development and implementation of the corrective action plans if any discrepancies or violations are found in the Business Control Self Assessment (BCSA) tests for the appropriate area Coordinates the dispatch of linehaul transportation equipment. Accurately enters all dispatch events into the online system to ensure timely delivery and pickup of trailers. Completes yard inventory to verify location of equipment Investigates and reports linehaul schedule delays, accidents and equipment failures and implements contingency plans which ensure on-time load delivery in the event of an en-route trailer breakdown or accident
Required Skills, Abilities and / or Licensure
Customer service skills necessary to effectively and professionally respond to requests and issues Time management, organizational and multi-tasking skills necessary to work in a fast-paced team environment, handling various tasks and changing priorities, while maintaining a high attention to detail and accuracy to achieve daily assignments and goals Verbal and written communication skills necessary to communicate with various audiences Ability to read, interpret and draw conclusions from numerical data and written information Software skills, including use of Microsoft Office software and web-based applications Knowledge of concepts, practices, procedures and transportation regulations used in Pickup and Delivery and Linehaul field operations, including Department of Transportation (DOT) regulations
% of Travel for the Position
High school diploma or GED required; Bachelor’s degree in, Business, Logistics or a related area preferred
Administrative support, customer service or dock operations experience preferred
We are an eminent team of professionals with advanced knowledge in immigration, relocation and overseas establishment. We dispense our expertise in immigration to our valuable clients so that they can fulfil the purpose of their visit no matter what they might be.
We cater end-to-end solutions based on the clientele profile and their needs; from suggesting a suitable destination to initiating the procedures and working along with you till the end by providing invaluable advice through all the necessary immigration steps so that you can acquire your visa as fast as possible. Migrate to the place of your dreams with Definite Consultants!
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases