Customer Service Planner Jobs (NOW HIRING)

SUMMARY

Reporting to the Transportation or Operations Manager, the Planner effectively plans, organizes, and schedules the field service personnel, contractors, third party services, equipment and vehicles in order to meet customer requirements. This position develops effective service mechanism to ensure internal and external customer satisfaction. In addition, this position is responsible for KPI Compliance including listening/safety meeting tracking and COVU documentation, and responsible for proper scheduling and planning to achieve good labor ratios, minimize overtime and keep rental and 3 party costs down to ensure branch profitability. This position may also cover day to day dispatch as needed.

Planner should have a professional and courteous demeanor as he/she will be the front line of contact for Corovan employees. He/she needs to ensure the information about work schedule, planning, etc. will be delivered to employees in a precise and timely manner. In another way, he/ she will ensure all the information received from employees will be addressed and/or welcomed in a professional way. Information can be escalated to Operations Manager, Transportation Manager or HR if needed.

It is recommended that planner should be able to positively engage and motivate new-hire employees in their daily scheduling. In addition, this position is responsible to train staff to ensure quality work is performed, and most importantly, responsible to ensure the customer’s complete satisfaction. This position is also responsible for reporting and escalating any customer related issues about the project to the Operations Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Project Assignments:

• Manages local resources to maintain a one company mindset when planning for neighboring branches.

• Schedules all 3party contractor labor as needed in advance for each day and future jobs with an emphasis on minimizing outside labor and maximizing internal labor.

• Communicates with sales force and coordinators for maximum understanding of all jobs.

• Manage capacity limits and give an early warning in the form of black, red and yellow flags to sales, management, and coordinators to provide quality service to our customers and minimize over-bookings.

• Must be able to work on multiple assignments simultaneously.

• Review day page in advance for future jobs to anticipate and plan for manpower along with equipment and 3 party requirements.

• With direction from the Operations Manager, assigns pre-job walk-throughs and blue file meetings.

• Reviews all prepared paperwork for every job to thoroughly understand the jobs so that he/she can explain it thoroughly to the lead when he/she arrives.

• Prepares paperwork for any last-minute jobs or for jobs where paperwork may be missing.

• Must be familiar with work orders produced through the Corovan portal system and be able to effectively work inside the customer’s portal.

• Communicates with Warehouse Supervisor and/or Coordinator to insure all storage in/out is prepared timely and accurately.

• Must respond to any manpower or operational issues that may arise throughout the day.

• Check and respond to emails received afterhours for any changes to current days jobs. Makes critical changes in system as needed.

• Works with field operations to ensure planning concerns are addressed.

  Supervisory:

• May be involved in the hiring, training, discipline and/or termination of field employees, as required.

• Responsible for electronically (or manually) communicating job assignments each night to all field employees in a timely manner to allow employees to adequately prepare.

• Ensure all jobs are scheduled and staffed accordingly by 5:00PM daily.

• May assist Dispatch in contacting contractors and employees ensuring all personnel arrived as scheduled.

• Reads and understands work orders, blue prints, move plans, Gannt charts, and cut Sheets to effectively execute according to the job requirements.

• Ensures controls are monitored to maintain high quality of work and low error rates.

• Act as initial point of contact for Sales people on special projects, special dates, crews, 3 parties or special needs of any upcoming job.

• Be the point of contact to reach out to employees for scheduling and planning.

• Be able to explain the rules of scheduling and planning to employees. Ensure employees understand the fairness and accuracy in scheduling.

• Ensure all the information/complaints/queries received from employees will be addressed or escalated to Transportation Manager.

• Along with dispatchers, keeps accurate attendance and punctuality records for all workers, along with a schedule of available hours/days for part time workers to better assist with planning accurately.

  Customer Relations:

• Maintain excellent customer service with the customers, sales, transportation, and operation teams to establish solid relationships.

• Must be courteous, helpful, and professional to all existing and potential customers and employees.

  Engagement:

• Must have a positive personality with the willingness to deal with difficult customers and personnel.

• Ability to build a positive rapport with existing and new employees.

• Ensure interactions with crew and customers are professional at all times to promote company’s values and expectations.

• Must be encouraging and helpful to the crew by treating them with respect and find solutions to their questions, for example, location and work hours.

• Any negative encounter, including discipline, should immediately be diffused to avoid further escalation and resolved off-site or in a private office.

  Training:

• Responsible to schedule and record all listening meetings, safety and training classes; including training employees in compliance with company policy, to include on-the-job training, and provide feedback to Operations team with regards to deficiencies for additional training classes needed.

• Must possess the ability to teach basic O&I training, Customer Service training and Safety classes using PowerPoint when required by Manager.

Safety and Security:

• May be responsible to disarm the building and opens up the office for all other workers or clear of employees and close, lock and set alarms at the end of the day.

• Performs work with quality, efficiency and safety at all times.

• Report all safety concerns immediately to Operations team.

  Other duties:

• Follow all confidentiality rules regarding any products or services that you see at a customer’s move site.

• Follow all security rules for the company.

• Must follow all confidentiality rules with regards to any products or services.

• Promote Corovan’s Mission and Vision Statements, including promoting compliance with company policies and procedures.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1. ORGANIZATION SKILLS - Organization and project planning skills with ability to juggle multiple assignments and tasks.

2. LANGUAGE SKILLS - Ability to read and interpret documents written in English such as procedures, work instructions, and timesheets. Must efficiently communicate with customer and coworkers.

3. MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

4. REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

5. LEADERSHIP - Strong interpersonal and leadership skills.

EDUCATION and/or EXPERIENCE:

1. High school diploma or general education degree (GED); related experience and/or training; or equivalent combination of education and experience.

2. Three (3) years’ experience in transportation or a similar role required.

3. Valid California driver’s license is preferred.

4. If driving on behalf of company, a valid driving record that meets the company’s insurance carrier’s requirements is required.

5. Familiar with all components of systems furniture nomenclature.

6. Must be familiar with MS Outlook, Word, Excel, Visio and PowerPoint.

7. Must be able to write business email, correspondence and produce simple formulas on spreadsheets.

PRIMARY LOCATION:

San Jose, and San Leandro.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

1. Walking: May require walking primarily on a level surface, but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.

2. Handling: Seizes or works with hands.

3. : Proper lifting techniques required. May include lifting up to 75 pounds, and pushing or pulling up to 150 pounds throughout the day. May also include climbing or descending stairs while carrying goods up to 50 pounds.

4. Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.

5. Standing: Remains in standing position if required to perform various functions of the job.

6. : Bends body downward and forward by bending at knees or waist.

7. Vision: Reads paperwork.

8. Talking: Communications by phone, email, text and in person.

9. Sitting: May sit at desk. May sit for long periods of time.

10. May include bending, reaching, squatting, twisting, stooping, and kneeling throughout the day.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1. Temp/Weather: Works in Office environment - for the most part ambient room temperatures, lighting and traditional office equipment,

2. Noise: Works in office with constant or intermittent noise.

POSITION TYPE/EXPECTED HOURS OF WORK:

1. This is an exempt position.

2. Will need to work late evenings or weekends depending on the business needs. May be required to rotate coverage of weekends in dispatch with other Operations Supervisors.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

RESONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ACKNOWLEDGMENTS:

I have reviewed this job description and I understand all my job duties and responsibilities. I am able to perform the essential functions as outlined. I understand that my job may change on a temporary or regular basis according to the needs of my location or department without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor or a member of the Human Resources staff.