Position:
Production Support, Sales (VMT)
Reports To:
Director of Business Development
Compensation:
$19-$23/hr.
Job Overview:
The purpose and mission of the Production Support position is to be the person that takes personal ownership of the accuracy and integrity of the systems we rely on for operation, as well as personal accountability to the customers in whom we serve. A successful day means happy internal and external customers while maximizing safety, profitability, efficiency, and accuracy.
Safety is the number one goal of Voigt’s. Therefore, every piece of work done, must be in light of ensuring safety, legal compliance, and the utmost wellbeing of all those who ride on a Voigt’s vehicle.
The highest adherence to our core values of Integrity, Teamwork, Quality, and Stability are essential to everything we do and much of the benchmarks of success will be measured by these values.
Responsibilities and Duties:
- Adhere to all company policies, procedures, rules, and regulations; written or verbal
- Enters itineraries for all upcoming trips:
- Enter tentative itineraries when received, making sure addresses, phone numbers, email addresses, etc. are included and accurate
- Scan all customer-sent itineraries into booking system for other departmental reference
- Once final itinerary is received, have Sales approve for accuracy to quote and regulatory compliance
- Complete final itinerary and replace any previous versions within the system
- Invest yourself in the success of the Sales team that you work with. Learn their customers, their work style, and how each of you can benefit from the other.
- When the Sales team is absent, take all calls and emails, as needed, to ensure high level of customer service in a timely manner.
- Complete your work by marking the trip in system as complete.
- Return email and phone calls to customers, as needed, to answer question regarding their trip(s).
- Complete final checks, 18 days out, to confirm or correct the following information:
- Trip is still confirmed and running
- Signed contract has been received (if needed)
- Final payment is received, en-route, or the customer has received a correct invoice
- Final itinerary, including detailed description of boarding details (if needed)
- Passenger count
- Number and type of vehicles needed
Education, Skills, and Requirements:
- Prior customer service experience of at least 5 years, preferably in the transportation industry, but not required
- Proven history of successful customer relationship management
- Must maintain a professional personal appearance and comply with company dress code policies
- Must have a valid commercial driver’s license
- Must have a firm grasp on the use of technology and systems
- Must maintain an acceptable attendance record as per the policy in the company manual
- Must be able to maintain a collaborative and cooperative working relationship with co-workers at all levels of the organization
- Must be able to maintain a high degree of patience and accept and offer and receive constructive criticism when necessary
Key Results Areas (KRAs) & Critical Tasks (CTs)
Position: Production Support Associate, Sales
KRA I. ECRM (External Customer Relationship Management): Actively engages with Sales daily, assisting them in meeting customer needs and demands, while meeting company objectives. (IMPACT: 60%)
1) Assist Sales regarding all upcoming trips. (Impact: 10%)
2) Enter all itineraries for upcoming trips in a timely and accurate manner. (Impact: 10%)
3) Establish and maintain successful customer relationships – to strengthen customer loyalty and satisfaction. (Impact: 10%)
4) Maintains and enhances customer relationships through timely follow-up/communication with current customers regarding upcoming trips. (Impact: 10%)
5) Responds to and helps the customer resolves concerns and problems. (Impact: 10%)
6) Ensures upcoming trips are accurate, 7-days out from departure, and meet or exceed customer expectations. (Impact: 10%)
7) Backfill customer sales calls when sales team is out of office.
KRA II. ICRM (Internal Customer Relationship Management): Actively, accurately, and efficiently builds, verified, and maintains an accurate booking platform information. (IMPACT: 40%)
1) Ensure all trips are entered into the system with accuracy, efficiency and profitability in mind. (Impact: 10%)
2) Ensure safety and compliance on all trips planned. (Impact: 10%)
3) Provide full, complete, and accurate use of company resources when building trips. (Impact: 10%)
4) Maintain a consistent 18-day, forward-looking completion timeline for all upcoming trips. (Impact: 10%)
Critical Tasks Required
Position: Production Support Associate, Sales
This is not meant to be an exhaustive list but exists to assist you with determining priorities to successfully accomplish your job.
KRA I., II. ECRM / ICRM
Ø Enters itineraries for all upcoming trips:
o Enter tentative itineraries when received, making sure addresses, phone numbers, and emails are included and accurate
o Scan all customer sent itineraries into system for other departmental reference
o Once final itinerary is received, have Sales approve for accuracy to quote and regulatory compliance
o Complete final itinerary
Ø Invest yourself in the success of the Sales team that you work with. Learn their customers, their work style, and how each of you can benefit from the other.
Ø When the Sales team is absent, take all calls and respond to customer emails as needed, to ensure high level of customer service.
Ø Complete your work, marking the trip in system as complete in a timely manner.
Ø Return email and phone calls to customers, as needed, to answer question regarding their trip(s).
Ø Complete final checks, 18 days out, to confirm or correct the following information:
o Trip is still confirmed and running
o Signed contract has been received (if needed)
o Final payment is received, en-route, or the customer has received a correct invoice
o Final itinerary, including detailed description of boarding details (if needed)
o Passenger count
o Number and type of vehicles needed
Ø Follow-up with customers after trip has completed to ensure a quality experience, address any issues that arose, and ensure re-booking of future business.