Transport Coordinator
12:00pm to 09:00pm (9 Hour Shift)
Location: Walsall
Furdeco is a nationwide two-person delivery company specialising in furniture and garden items. Our delivery service runs across 7 days a week to suit customer’s needs.
With over 10 years’ experience, we have built up a good reputation in our space delivering home furniture, appliances and related products within the UK.
The role will involve working closely with delivery crews, customers, claims and operational teams to resolve issues, monitor performance and improve delivery standards. The successful candidate will also develop a strong understanding of vehicle and crew allocation, fleet management, telematics and crew performance
You will be:
Delivery Crew Support & Communication
Communicate directly with delivery crews regarding customer complaints, delivery issues and reported damages.
Respond to and investigate delivery crew queries, providing appropriate support and guidance.
Build positive working relationships with delivery crews and ensure operational information is communicated clearly and promptly.
Assist with resolving day-to-day operational issues affecting delivery crews.
Monitor recurring issues and identify opportunities to improve crew performance and customer experience.
Claims & Complaints
Respond to customer claims, complaints and delivery-related issues in a professional and timely manner.
Investigate complaints and damages by gathering relevant information from delivery crews and internal systems.
Work with relevant departments to ensure complaints and claims are appropriately resolved.
Identify recurring causes of complaints, damages and failed deliveries and report trends to management.
Maintain accurate records of complaints, claims and outcomes.
Vehicle & Crew Allocation
Develop a strong understanding of vehicle and delivery crew allocation.
Assist with the daily planning and allocation of vehicles and crews to delivery routes.
Support the Transport Manager with resource planning to ensure operational requirements are met.
Understand vehicle capabilities, crew requirements and route demands when assisting with allocation decisions.
Help identify potential resourcing issues before they impact delivery performance.
Fleet Management & Telematics
Support the day-to-day management and monitoring of the company fleet.
Assist with reviewing vehicle performance, utilisation and operational data.
Develop an understanding of telematics systems and how they can be used to improve fleet efficiency and driver/crew performance.
Support the analysis and future implementation/development of telematics systems.
Identify trends in vehicle usage, driving behaviour and operational performance and highlight areas requiring attention.
Crew Behaviour & Performance
Monitor delivery crew behaviour and performance using available operational data and systems.
Review driving and operational behaviours and identify areas for improvement.
Work with management to address recurring performance or behavioural issues.
Provide accurate information and reports to support performance discussions.
Promote a positive culture focused on safety, professionalism, customer service and operational standards.
Delivery Performance & Customer Feedback
Monitor delivery failures, including failure codes and the reasons behind failed deliveries.
Analyse delivery failure trends and identify recurring issues.
Monitor and review Trustpilot feedback relating to delivery performance and customer experience.
Use customer feedback and operational data to identify opportunities for improvement.
Escalate significant or recurring issues to the Transport Manager or relevant department.
Assist with producing regular performance reports and updates.
Essential skills:
Experience in vehicle maintenance.
Must hold a clean driving license.
You must be organised and can work on your own initiative as well as within the team.
Must have excellent people skills as you will be working with a large workforce.
Experience in a similar role is essential.
Experience of driving large vehicles of 3.5 tonne is preferred.
A good understanding of vehicular mechanics and defect rectification is necessary.