Customer Service Specialist, Operations at DSV

SUMMARY 

Manage all CLIENT transport movements by: 

• Monitoring all loads assigned to CSR Routes, assigning available vehicles and drivers to the route in VFT 
• Monitor real time Status Updated, either by Mobile App, GPS device and in absence of such update in VFT directly.  Using all the relevant systems and confidential information provided timeously within the customer’s SLA 
• Ensure the compliance with the CLIENT SLA by all suppliers, DSV and CLIENT plant 
• Communicate with RTM and DSV CLIENT plant Management on all exceptions 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Liaise directly with the Suppliers, Drivers, Customer RTMS to ensure TRIP adherence 
• Monitor individual trip movements to be executed as provided in the Fine Loads Screen 
• Assign appropriate driver and vehicle in VFT to the TRIP 
• Monitor assigned vehicle and driver on GPS tracking to ensure on time collection and delivery 
• Liaise with suppliers on delays at pickup and escalate to Management and CLIENT RTM 
• Report any vehicle breakdown or delays and take corrective action 
• Monitor drivers on assigned routes and report any delays and take corrective actions 
• Ensure that all loads status updated are updated within VFT within maximum of 15min from time of actual event 
• Update VFT with all relevant Supplier and CLIENT references on each load 
• Monitor updating of POD’s by Scanning team and ensure loads are completed 
• Ensure time of completion of trip times within Trip rate, and should trip Time be exceeded report prior day trips times vs plan for rate escalation 

OTHER DUTIES 

• Adhoc duties as and when required as per operations 

QUALIFICATIONS 

• Matric/ Grade 12 
• Tertiary qualification in Logistics, Communications or Administration (Advantage) 

COMPUTER SKILLS

• Intermediate Microsoft Office Package (Word, Excel, PowerPoint & Outlook) 
• Email (Outlook) and Internet practicality
• Vehicle tracking systems experience (added advantage)

REQUIRED EXPERIENCE:

• Excellent administration skills required 
• Ability to work in cross-functional teams 
• Previous experience within a contact centre and Client Services environment 
• Previous experience within the Logistics environment highly beneficial 
• Be able to work overtime and both day/and/night shifts 
• Excellent telephone etiquette 
• Ability to think pro-actively and under extreme pressure
• Fully profficient in the English language
• Experience in tracking and tracing vehicles (added advantage)