AddressAFS Logistics is one of Australia’s largest Independent Logistics Services Company’s.
For over 29 years we have provided customised Logistics Services Solutions that help our customers and carriers reduce costs and increase efficiencies by providing high level expertise and technology.
We have an extensive loyal customer portfolio and have been experiencing rapid growth.
The Logistics Support Coordinator - VIC will be responsible to support key customer contacts with mid-level enquiries and requirements for the effective day to day running of key accounts. You will ensure all reports and administration functions are completed accurately and effectively within agreed timeframes. Manage the Pricing, Quotes, Credits, Claims and NCRs for key customers. Ensure escalations from senior level stakeholders are actioned promptly and root cause identified and resolved or escalated to the Strategic Account Manager or other key internal stakeholders.
Key Responsibilities:
- Special Pickup and Delivery Arrangements
- Tracking and monitor new Customer Roll outs
- Proactive monitoring of consignments requested by customers
- Pricing requests responded to efficiently and accurately and compliant with pricing governance
- Support for enquiries about Carrier transit times, delivery location information, Public Holidays etc
- Support for user enquiries about systems and technology i.e. Parcel Send, Moveit, Scanning, Carrier websites etc
- Raise all NCRs and assist National Operations Manager with Root Cause Analysis)
- Maintain Credit Register to track performance and ensure
- Maintain NCR Register (Lost in Transit, Damages and DGs with Carrier)
- Raise and manage the end-to-end Credits process ensuring all supporting documentation is captured and completed
- Label Quality and Packaging Issues - Raise Cases, initiate customer communication, provide reports to Strategic Account Manager as required
- Respond to all DGs Issues, resolve gaps in documentation between Customer and Carriers.
- Provide Customer with daily support for enquiries about Carrier capability, price, and service
- Senior Customer Stakeholder mid-level escalations around operational matters
- Arrange additional pickup vehicles as required, follow up of late arriving pickup vehicles
- Escalations from key Customer Stakeholders regarding operational matters including pickup and delivery processes
- Monitor daily integrity report and proactive manage issues.
- Oversee the detailed level application and accuracy of the Salesforce CS Cases and DIFOT determinations to ensure accurate service reporting of the same. Close out gaps in Cases and DIFOT by escalating to senior management
- Administration of SOP’s
- Attend Carrier meetings to support resolution of systemic issues and drive continuous improvement initiatives
- Projects as directed
Skills and Experience:-
- Minimum 3 years industry experience in domestic transportation and/or senior Customer Service role
- Must have strong experience in diagnostic support and pro-active management of an Account
- A track record of adapting and dealing with ever-changing conditions presented by account stakeholders
- Proven experience in managing relationships and being an advocate for the customer
- Ability to work through complex business matters and come to sound judgments
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation
- Proven ability to identify and introduce ideas to enhance and increase customer and service quality
Qualifications
- Tertiary qualifications in Business/Transport and Logistics is desirable
