JOB DESCRIPTION
OVERALL, PURPOSE OF THE JOB
The role is responsible for responding to, and actioning, customer enquiries which could not be resolved via TGE First Call resolution process. The Freight Investigator role is located on the depot floor enabling the location of freight and resolution of escalations and enquiries. The role is required to respond to customers in line with agreed Service Level Agreements and work to prevent reoccurrence by working with internal stakeholders to identify the root cause of the issue. The role is also responsible for the accurate representation of freight in their care (correctly scanned, easily identifiable and retrievable).
PRIMARY DUTIES & RESPONSIBILITIES
Customer
•Have a customer mindset to drive optimum customer service solutions
• Read customer situations accurately and anticipate their needs
• Provide timely, accurate and thorough information in response to customer queries and escalations through inbound and outbound customer contact
•Positively and meaningfully contribute to the business goal to drive NPS
•Create a safe environment and process freight in a manner that will avoid injury to yourself or others; and ensure that freight is kept in good condition and damages are minimized
•Contact customers to provide status updates on enquiries
Teamwork
•Foster a spirit of teamwork and co-operation within your team and between your team and other parts of the business
•Work effectively with internal stakeholders to resolve customer queries and freight issues
•Work as part of a wider team and other departments in Operations to share knowledge and customer insights
•As required, assist to upskill and cross-train team members
Accountability
•Ensure correct and accurate reporting and processing of freight
•Compliance with set KPIs with respect to responding to and actioning customer enquiries
•Maintain an accurate representation of the customer enquiry queue by updating and closing out customer enquiries when complete, ensuring that the status of the enquiry is represented accurately
•Constantly work to promote safe work practices and safe working environments
•Take full ownership of complaint or escalation through to completion, to achieve a timely and effective resolution Integrity
•Demonstrate honesty and integrity in all facets of your work
•Be respectful and courteous to all
REQUIRED SKILLS AND CAPABILITIES
Technical
•Sound operational knowledge in a parcel delivery business
•Sound PC skills including programs such as Excel, Salesforce, iTrak, iTrace
•Dangerous Goods Awareness training
•Knowledge of scanning processes
Business
•The capacity to work in a busy, time sensitive environment
•Strong organizational skills
•Care in freight handling to ensure no damage occurs
•Capacity to accurately follow instructions
Human Relations
•Sound interpersonal and communication skills, both written and verbal
•Capacity to build effective relationships with stakeholders
•Ability to priorities workloads
•Preparedness to handle all tasks in a conscientious manner
•Strong organizational skills and attention to detail
•Ability to resolve conflict and negotiate solutions to problems quickly
QUALIFICATIONS AND EXPERIENCE REQUIRED
- Clear understanding of network and logistics management
- Demonstrated experience working in a logistics environment.
- Proven experience in depot operation
ESSENTIAL PERSONAL ATTRIBUTES
•Initiative and enthusiasm
•Strong team orientation
•Flexible and able to adapt to constant change
Diversity and Inclusion
We celebrate difference.
Why Team Global Express - Team Global Express
We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.
As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.
To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.
It’s never been a more exciting time to join our team.
As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.
To find out more about us, visit About - Team Global Express
