Represents a professional customer focused image of company to the public
Identifies opportunities to improve the customer experience for key customers
Handles a range of first line customer enquiries within the agreed processes and ways of working
Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain
Acts to resolve customer enquiries during the first contact with the customer (live resolution)
Pro-actively keeps key customers informed throughout the contact management process
Records and follow up all key customer contacts in customer facing systems for the service accredited
Primary contact point for the hauliers to advise truck drivers of necessary amendments to plan
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 Vendor Managed Inventory (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
Initiate surcharges for Left on Board and urgent orders to the customers. Investigate and resolve customer complaints. Ensure documentation and filing is accurate, up to date and accessible
Managing the multiple interfaces with business partners (COB), customers and within Trading and Supply (T&S) and driving Enterprise First decision making.
Correctly apply the general rules for processing exceptions
Assess/handle unplanned issues arising from delivery/system constraints
Continuously rotating shift system to provide 24-hour support (3x 8 hr shifts per 24 hrs). Feedback effectively to scheduling team and customer service team
As a part of the Trading and Supply LEAN Accelerator program it is expected that the OtD Scheduling Support continues the change to a LEAN culture and way of working.

Agensi Pekerjaan Ideal Reliance Sdn Bhd