GPS / OOO Agent

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Position Summary  World Courier is recruiting for an Out Of Office/ GPS Control Tower Agent, supporting Customer service and Operations departments by: Ensuring efficient execution of shipments.  Ensuring all tasks / Activities are completed in a correct, timely and cost-efficient manner in adherence to local regulations and Customs.  Monitoring emails and action all urgent requests out of standard offices operating hours to ensure 24/7 service offering to World Courier customers.  Providing dedicated monitoring for key shipments to ensure planned schedule is maintained, identifying deviations and implementing contingency plans.     Primary Duties and Responsibilities  Out Of Office activities   Handling enquiries from clients, agents and World Courier offices via phone and email in English.  Monitoring and track ongoing shipments, reacting to any deviation from the plan  Keeping clients and World Courier offices updated to the status of their shipment, especially regarding delays.  Running assigned TMS reports to ensure Shipments remain on track.  Advising clear pick up/special delivery/temperature control handling instructions to an agent or destination office on how a shipment should be managed.  Communicating any temperature results as soon as possible after delivery, checking and noting any deviations.  Recognising important information and making immediate use of this information (Holiday lists, All Station emails, SOP’s WI).  Working within regulations (ADR/DGR/IATA) as well as local laws and guidelines.  Building and maintaining relationships with World Courier offices, agents, airlines, handling agents and suppliers.  Receiving emergency bookings via email/phone and create order in TMS.  GPS Control Tower Activities  World courier provides GPS Monitors so its clients can track shipments in real time.  These devices require monitoring by World Courier personnel to ensure that the shipment is on track according to planned milestones.  The GPS Control Tower activities will include:  Monitoring flagged shipments and sending email confirmations to agreed customer contacts to confirm shipments that are on schedule or to alert when deviations occur.  Performing all milestone checks within the specified times for each project handled and ensure correct contacts receive the alerts.   Liaising with involved network offices and agents in the event of any deviations and provide initial 1st line issue resolution.    Agreeing with the BCTR who owns the customer communication and issue resolution for major ongoing deviations.  Maintaining regular customer updates until this is handed over to the BCTR or agreed involved office.    . Candidate Requirements  Education of graduate or similar.  English language to a very high level, both verbal and written.  Previous B2B (business to business) customer service experience - ideally internationally.  Minimum of one year work experience, preferably within Logistics.  Fluency in English.  Ability to independently manage multiple tasks, work under pressure, follow procedures and meet deadlines.  Able to provide relevant ad-hoc information on request.  Excellent organizational and time management skills.  Strong team player – able to work constructively with colleagues inside and outside of the department to ensure the best possible service is provided to the client at all times.  Good communication skills, both verbally and written.  Self-motivated and uses own initiative.  Remains calm under pressure.  Flexible attitude – for working shifts and last