MISSIONA dynamic company specialising in the Transport and Logistics industries are seeking to employ a responder with previouslogistics experience.The Responder's primary mission is to perform all tasks associated with thecontact centre, from call management to response reaction and measurement, and the secondary mission ofassisting with administration and data.The response centre will operate 24/7 on a three-shift basis.Each shift will be 8 hours.The hours per shift will be 06h00 to14h00, 14h00 to 22h00 and 22h00 to 06h00.RESOURCES• Computer and various software packages (Microsoft Office, Xero, Mechanic Desk, Call Management Software)• Telephone• Internet access• Response Team Leader• Senior Bookkeeper/Payroll Administrator• Managing DirectorPERFORMANCE CRITERIA• In keeping with the company ethos of the company, all customer and supplier interactions are to be performedimmediately• Uncompromising commitment to immediate communication and response to customers and suppliers.• Our culture depends heavily on ensuring time wasting activities are eliminated and proactivity is heavily encouraged• Ensuring that general administration and data capturing functions are carried out accurately, consistently, timeously and inline with accepted company standards• Ensuring that company policy and procedures relating to administration are adhered to as well as all accounting and HRfunctions are within statutory specifications and generally accepted accounting practises.• Supplying necessary reports to management.CULTURE ETHOSOur ideal candidate needs to fit into our company ethos of immediate response.Our systems, people and processes arefocused on ensuring that:• Right now – we believe in a sense of urgency• Talk and do – make sure everyone is included in the loop.• Build Trust – trust each other, treat others with respect, admit mistakes, congratulate others• Recover quickly - learn quickly, move on, save the day• Say sorry – apologise even when it is not your fault, move on• Enthusiasm and a can-do attitudeRESPONSIBILITIES Underpinned by Right Now and Can Do:• Drivers will log calls for breakdowns or mechanical problems on the truck or trailer through the App.• Drivers will log panic or call me through the App.• The Responder will be responsible to arrange the appropriate suppliers to repair the truck or to do the maintenance work.• In the event of a breakdown on a trailer the Responder will arrange for an approved service provider to do the repairs.• Provision of regular feedback to the respective fleet controller on the status of repairs.• Maintains constant communication between the Driver, the Supplier and the Fleet owner• The Responder will work towards resolving the breakdown with Driver, the Supplier and the Fleet owner• The Responder will own the breakdown/panic/call me from inception to conclusion• Monitoring and control of breakdowns, panics and call me's in the company Portal• Updates in the portal need to be completed timeously, as the incident occurs• In the event where the Responder is unsure about a repair or service provider he will immediately liaise with the teamleader to seek clarity.• Obtains client information by answering telephone calls and verifying information.• Maintains communication with IT by reporting problems and trouble shooting• General administration duties, relating to recording, reconciliation of data capturing.• Updates job knowledge by studying new product descriptions; participating in educational opportunities.• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.• Informs clients by explaining procedures; answering questions; providing information.• Assisting with the onboarding of customer details (credit application, subscription details…)• Obtaining and updating Driver, Supplier and Mechanic contact details• General administration and filing• Accurate filing records and systems maintained• Preparing analytical reports for team leaders as required.• Determines eligibility by comparing client information to requirements.• Assisting with ad hoc administrative tasks as required• Ensuring that all records are in line with company procedure and accepted practices.QUALIFICATIONS / BACKGROUND / EXPERIENCE• Minimum Grade 12 (Matric) qualification• Logistics background an advantage• Response centre background an advantage• Excel experience should be medium to advanced.PERSONAL / TECHNICAL SKILLS• Sound verbal, written and telephonic communication skills in English• Sound computer literacy (Microsoft Office, Word, Excel)• Precise and accurate attention to detail• Energetic and flexible disposition• Ability to work under pressure and as part of a team• High ability to multi-task
