Shred-it SA - CSS & Router
- 1. Jan 2015 – Jan 2016 Shred-it SA (Pty) Ltd Northrid Position : Customer Services Supervisor & Router Job Purpose: Customer Services Supervisor (CSS) Represent the overall interests of the company in a specific business market area and responsible for the planning, administration, monitoring and optimizing the operational performance of all branch specific aspects. Achieve the approved annual objectives (i.e. profits, sales goals), and implement policies standards and practices of Shred-it whilst adhering to the Vision, Mission and Values of the company providing “Leadership that Guides and Inspires.” Duties :- Protect and enhance the corporate image through right actions, with respect to clients, associates, other businesses and the community at large. Develop and maintain a strong customer service culture. Responsible for managing the Shred-it auto routing system for clients. Manage a team of Customer Service Representatives (CSR’s) and other operational staff. Develop and implement Shred-it approved training programs in conjunction with the District Customer Service and Operations Manager. These programs will be for all new direct reports as well as ongoing training for existing direct reports. Ensure that all direct reports are managed to required performance and conduct standards in line with company disciplinary policy as required. Lead direct reports and encourage a positive work environment with an emphasis on communication. Encourage a strong cross-functional cooperation between all departments. Ensure daily work schedules for CSR’s are prepared and distributed. Resolve service problems. Provide support to the sales team as required. Quote call-in / purge business on demand and proactively farm for additional business. Provide clients and potential clients with operational and service advice. Ensure support for CSR’s is provided. Manage customer data entry for new service order on company SAP data system. Ensure adequate cover is provided to make sure that customer service needs are met. Manage fleet utilization and cost efficiencies. Work closely with branch administration team in all general office functions. Review CSR Log Sheets daily and take correct action as appropriate. Job Purpose: Router Coordinate the transport operations of the South African service centre to satisfy the needs of the network and the customer through the efficient use of cost effective methodologies. Maintenance of the service center’s overall traffic schedule with up-to-date information ensuring that there are adequate transport provisions for the service centre to meet its business objectives, ensuring physical demand is matched by site capability. Supporting and maintaining a strong Customer Service is key as
- 2. well as the contact between Sales and Operations. Represent the overall interests of the company and responsible for the planning, administration, monitoring and optimizing the operational performance of all branch specific aspects (investments/resources). Duties: Prepare and distribute daily work schedules for CSR’s (using ARP systems). Provides Sales support for customer scheduling as required. Ensure that Customer Service Representatives are supported early mornings and late afternoons. Administration of returned circle checks for filing in accordance with legislation and Shred-it policies. Input of all operational reports. Review CSR Log Sheets daily and take corrective action as appropriate. Support for both sales team and service centre administration. Printing of CSR log sheets and Service Orders. Ensuring 100% accuracy on the CSR summary reports then reporting discrepancies to CSS / Operations Manager. Maintaining a good working relationship with customers. Liaising with Operations Support Analyst on all system issues and requirements. Plans and manages Shred-it auto routing system for clients. Keeps overtime to a minimum according to the company targets ensuring the cost-effective deployment of resource. Resolves service problems in accordance within set deadlines. Manage all incoming collection schedules by entering onto systems and validating the content against collection point criteria whilst identifying any potential issues. Route audits of client calls so as to ensure maximum optimization of return on assets and client satisfaction. Ensuring fleet management with regards to availability for daily routing, incoherence with maintenance provider and Shred-it mechanic. Liaise with Sales Team with regards to both current and new customer requirements. Provide a high level of customer service and communication, ensuring all information requests are dealt with in a timely manner. Ensure all traffic planning activity is undertaken in line with legislative requirements and using all appropriate I.T systems. Build a strong working relationship with Service Centre Operations Manager / CSM / CSS / SE’s / CCE’s / CCA’s. Reason for Leaving : Contract Expired