Job description:

Job Purpose:
To liaise with drivers, hauliers, customers (IVR), CSC and scheduling teams to perform amendments to the schedule during its execution, manage customer enquiries and process urgent orders.

Principal Accountabilities:

• Primary contact point for the hauliers to advise truck drivers of necessary amendments to plan- is expected to perform all the regular DSS duties and responsibilities for all the countries in the cluster

• Act as Senior Back up- in operational matters and issues with the DSS team, when the DSS Senior is off/on leave or is attending meetings etc; This is specifically related to leading Huddles.

• Support and deliver expertise in business performance calls

• Participate in stakeholder meetings such as Retail/dealer engagements, hauler review etc, to share DSS performance and feedback;

• Manage day-to-day interface with retail, terminal operations.

• Support the training of new staff in coordination with the DSS Senior and TL and the Process Coach;

• Proactively monitor and follow up on process deviations and quality issues in coaching other DSS team members

• Analysing OTD KPIs together with the DSS TL

• Manage deviation from plan, i.e. process in GSAP any post schedule amendments to the shift: Left on board, plant/depot change, load quantity changes, compartment changes, trip sequence change, vehicle change, orders scheduled not delivered

• Receive urgent order requests and create urgent orders within framework of delivery promise. Provide feedback of changes to planned shipments to schedulers and scheduling admin team, particularly to VMI customers

• Handle customer enquiries to change/amend orders, evaluate the real need and feasibility for scheduling changes, and liaise with scheduling team where appropriate. Ensure any Special Instructions noted on the orders have been processed

• Investigate and resolve customer complaints. Ensure documentation and filing is accurate, up to date and accessible

Requirements:

• Experience in logistics would be an asset

• Utilize the right processes and tools to plan, monitor and improve scheduling performance against agreed KPIs.

• Assesses the implications of HSSE requirements, customer on-site HSSE risk & discharge requirements of drivers and hauliers and work on solutions or alternatives to mitigate risk & discharge requirements of drivers and hauliers and work on solutions or alternatives to mitigate risk

• Proactively looks for solutions and drives change and improvements in processes and practices to enhance customer experience.

• Excellent stakeholder management

• Excellent communication and issue resolution skills

• Stress resistance

• Ability to deal with non-standard situations

• Ability to apply proper solution under time pressure

• Proven strong commercial mindset & external focus

• Dutch min. B2

Number of Vacancies: 1