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- As part of the operations team learn all customer processes and be ready to support colleagues as required
- Provides high level of service for primarily OFR (but also other modes when required) customers and learn and develop skills relating worldwide event logistics.
- Drives own performance and challenges others positively to achieve KPIs
- Participates in reviews with team to identify areas of improvement, reviewing KPIs and enhancing overall service quality
- Collaborates with operations and warehouse team and other functions to ensure smooth customer-related process flow
- Prioritizes work tasks and calls out to team leader/supervisor where assistance required, process improvement required or where own work load enables assistance to other colleagues.
- Takes an active role in personal development and coaching positively pushing line managers for 1-2-1 time, feedback and identification of training needs
- Serves primary contact for at least one of the teams top customers and provides support to other colleagues within department.
- Implements the clients people processes in a consistent manner to ensure excellent service delivery, customer retention, profitability and adherence to station and own KPIs and metrics.
- Ensures that all external and internal enquiries are responded to promptly and professionally
- Escalates issues if required.
- Minimum three years Operations (AFR/OFR) experience with an excellent knowledge of Operations processes and systems and ideally experience of using CW1 and MSExcel.
- A proven ability to identify and meet customer and operational needs in a professional and friendly manner.
- Ability to understand and work within prescribed processes to achieve KPI’s.
- Results driven and good attention to detail
- Good written and spoken English and excellent telephone and e-mail skills.
- Excellent interpersonal skills
- Able to prioritise and perform under pressure
- A good team player with ability to identify and prioritise work for self and others
- Good commercial attitude
- A level education or broad GCSE level education
