Couriers - Operations Officer

Operations Officer

Department

Courier

Reports directly to

Operations Manager/Supervisor

Reports Indirectly to

Courier Manager

Number of reporting relationships

3

Employing entity

Capital Transport and Logistics Group Pty Ltd

authority to act

This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct manager.

Number of staff reporting directly to this position

0

Number of staff reporting indirectly to this position

0

Critical relationships (internal)

National Operations Manager
Courier Manager
Courier Department
Taxi Trucks Department
Fleet Department
Contracts Department
Office and Administration Manager and Department
Sales and Account Management Department
Customer Service Department

Critical relationships (EXternal)

Existing Sub-Contractors
Existing Clients

Position Summary
As the Operations Officer, you will report directly to the Operations Manager/Supervisor and indirectly to the Courier Manager. You will play a central role within the Courier Department by providing administrative support and assistance to the entire Courier team. You are also responsible for following up on service issues by liaising between the client, sub-contractor and Fleet Controllers
You must ensure that all administrative aspects of the Courier Department are accurate at all times, which includes, but is not limited to, the processing of job modifications, compiling reports, processing and filing of sub-contractor and client paperwork and the Transport Management System (“TMS”) information.
1. Key Responsibilities and Tasks List
1.1 administration

Provide the Courier Department with a full range of administrative support, including but not limited to:

Preparing reports for the Courier Department, as instructed by your Manager;
Filing of sub-contractor paperwork; and
Assisting with any administrative duties for end of period, which includes but is not limited to pricing jobs, verifying hours, reconciling outside hire supplier invoices and hours, auditing country job pricing, action outstanding items on the Courier Feedback report, auditing all completed Courier jobs for accuracy prior to close off

Prepare reports for the Courier Department as required, including but not limited to the Job Analysis Report and Detention Report etc.
Ensure all administrative tasks are completed accurately within the agreed time frames set by your Manager
Arrange accommodation for sub-contractors at risk of breaching their maximum work hours, as instructed by your Manager
Complete the afterhour’s handover communicating any fatigue management risks, where required (i.e. when you are scheduled to finish at 6.00pm or later). The handover must contain any live jobs, including local, country and relevant contracts deliveries with an estimated delivery time of 6.00pm or later and the airline roster. You must also hand over any fatigue plans created for drivers still undertaking regional deliveries

1.2 queries resolution

Ensure you meeting the following KPIs for this role:

Task

Target

Ensure the first response is within 3 minutes

90%

Responses to queries

95%

Latest response time within 10 minutes

90%

Ensure that all delivery problems are addressed and actioned accordingly within the agreed time frames set by your Manager to ensure that client expectations are met in terms of time and quality in the delivery of our services
Perform and follow the Capitals Group’s ring back processes ensuring all clients are continuously informed of any issues in relation to their deliveries, where required
Ensure that sub-contractor queries are resolved in a timely manner before they impact our clients
Ensure that all important information relating to jobs, including but not limited to client or sub-contractor correspondence, delivery issues and queries raised are recorded in the Notepad on the Transport Management System (“TMS”) against the relevant job and all escalations are reported to your Manager
Mediate and communicate with sub-contractors where required to resolve issues before they impact our clients and reach mutually beneficial outcomes
Assist the Queries team in ensuring that all clients with unallocated advance bookings are contacted by close of business the day prior to delivery, where required. The client should be informed of the reason for the delay in allocation and provided with an estimated time of delivery, if possible

1.3 general responsibilities

Assist the Customer Service Department with efficiently and accurately taking client bookings

Ensure that no more than 1.5% of your total bookings per day are booking errors
Answer all phone calls within three rings with a maximum of two re-queued calls per shift
Abide by the maximum ‘Make Busy’ times, ensuring you only use the “Make Busy” telephone option for breaks and for the purpose of completing work-related tasks

Escalate all incidents and near misses to the relevant stakeholders including but not limited to the Fleet Department, relevant Operational Manager, State Manager and National Work Health and Safety Manager as they occur and assist with the investigation where required
Effectively communicate with colleagues and clients
Advocate co-operation with both intra and inter Departments
Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous
Attend one on one meetings with your Manager as required
Perform any reasonable tasks requested by your Manager
Notify your Manager if you require additional training as soon as practicable
Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage
Ensure compliance with Capital Group’s Company Policies at all times
Ensure compliance with the Work Health and Safety (WH&S) responsibilities as outlined in section 3

1.4 daily tasks list

Review billing audits and unpriced dockets reports daily to ensure courier jobs are priced accurately. You must ensure that all courier jobs from the previous day are priced correctly by 12.00pm, unless an alternative timeframe is set by your Manager
Review the Notepad Report and action accordingly
Review the Times and Changes emails on a daily basis and action by the close of business the next business day
Collect sub-contractor times for the previous day and ensure they are priced in the system by no later than 10.00am each day, unless an alternative timeframe has been set by your Manager
Enter times and changes for all jobs that require time updates each day, including but not limited to hourly jobs, detention time, tolls and phone calls. You must ensure that all changes are accurately documented on the Transport Management System (TMS). Documentation should include a summary of the change and any actions required. All required actions must be completed within 24 hours of the change occurring
Complete and update the Courier Dashboard
Complete the daily Detention Report by Close of Business (COB) each afternoon
Implement and perform any other administrative duties as required

1.5 End of Period tasks list

Prepare the Feedback report, ensuring any issues are addressed and rectified before end of period to minimise the number of administration adjustment forms raised
Reconcile supplier invoices, matching jobs to clients and entering the charge and pay figures against the respective jobs in the TMS for end of period
Complete End of Period administrative duties and/or reports as requested by your Manager
Assist with any administrative duties for end of period, as instructed by your Manager

2. Work Health and Safety (WH&S) Responsibilities
All staff are responsible for the following safe work procedures and instructions:
2.1 Employees must

Cooperate with the Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation;
Undertake all relevant training to carry out your responsibilities in line with CG’s policies and procedures and legislative requirements;
Perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches, specifically with regards to:

Load Restraint;
Mass and Dimension;
Fatigue;
Speed; and
Vehicle Standards.

Ensure that any potential or actual breaches of CG policies and procedures are reported immediately to their Manager;
Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace; and
Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

2.2 Supervisors are responsible for

Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CG’s policies and procedures and legislative requirements;
Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures and escalating to the Manager and relevant key stakeholders;
Assisting with any efforts undertaken by the Capital Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;

2.3 Managers and Section Heads are responsible for

Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CG policies and procedures, and legislative requirements;
Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures;
Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.