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Customer Operations Support
| Posting date: | 24 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,056.20 |
| Hours: | Full time |
| Closing date: | 23 June 2024 |
| Location: | Doncaster, DN1 1QY |
| Company: | Unipart Rail |
| Job type: | Permanent |
| Job reference: | 1187 |
Summary
Role overview
Unipart Rail is part of the Unipart Group, one of Europe's leading independent logistics’ companies that employs more than 8,000
employees worldwide and has an annual turnover of more than £800 million.
We have a long heritage in the rail industry based on decades of experience, we have continuous improvement plans to embrace
innovation in both products and business techniques to ensure that we remain the first and best choice for our customers.
We are seeking an enthusiastic and experienced Customer Operations Support person to work at our Hexthorpe Site in our Siemens
Warehouse.
Benefits
* Competitive salary
* Pension and death in service provisions for employees in pension scheme
* 25 Days Hols (plus Bank Holidays)
* Employee Assistance Programme (EAP)
* Health and Wellbeing Initiatives
* Employee offers and discounts from various retailers
* Free car parking
Main Purpose of the Role:
Manage customer facing processes and provide administrative support across all Siemens Warehouse Operations’ inputs and outputs to
secure the effective end to end delivery of business activity to achieve contractual objectives. Execute Customer Requests and
Issues (Process & Material) supporting a seamless flow of materials through the Supply Chain. Administer the ordering and tracking
of consumables required to effectively deliver operations and maintain safety.
Position in Organisation:
Operations Support staff sit across the Process Cells of the Siemens Warehouse, Unipart Rail Logistics and report to the Team
Leader.
Dimensions, Authority & Risk:
The Operations Support role works across all customer service and operational areas supporting the direct delivery of core outputs
and is required to facilitate the monitoring, generation and execution of inbound, mid-bound, returns and outbound activities
through accurate utilisation of emails, google forms and warehouse management systems. Through robust audit mechanisms, it will
also monitor the consumption of consumable items required to deliver the operation and re-order against lead times to ensure
sufficient stock is available. Requests by phone and email will be executed and completed within appropriate time scales ensuring
the Customer remains updated including Transport elements. MHE use will be required to supplement the requirements of the role, to
support the operation to achieve SLAs and timely resolution of Issues.
Management Of People & Advisory:
The role has no direct line management responsibilities but does interact directly with the Customer and with all levels across
the operation. It facilitates the effective delivery of core warehousing activities through the management of administrative
functions. Through extraction of data, internal and external stakeholder engagement and the timely delivery of supporting
activity, it directly impacts upon the effective processing and fulfillment of customer orders across each warehouse activity.
Key Relationships:
* Customers - communicate directly with professionalism with both depots and material controllers to maintain a good working
relationship
* Operatives - work closely with Warehouse Operatives to ensure that any administrative requirements are addressed to maintain
the continuous flow of inventory through the process.
* Customer Process Leaders - work under the direction of Customer Process Leaders to prioritise and deliver support functions at
the right time and in the right place to smooth process flow.
* Team Leaders - support wider administrative delivery and management of consumables required to deliver each process and
maintain safety.
* External Functions - work closely with Logistics to ensure timely collections / deliveries of product as requested
* Supply Chain Operations Leader - support any other reasonable tasks which contribute to the delivery of operational excellence
& customer Engagement
* Other UR Business Units - engage and liaise with other UR business units as required to maintain operational tempo and resolve
problems.
Freedom To Act & Direction Received:
* Proactive - self-starter; manage daily operational support functions to ensure service delivery is maintained. Required to
deliver most tasks with minimum supervision but will ultimately work as directed by Process Leaders.
* Reactive - solve problems raised by the shop floor or leadership personnel to maintain smooth operational flow.
* Every day will be planned but the plan may change, so the ability to work effectively within ambiguity is crucial.
Spread Of Skills & Analysis Required:
The role of Customer Operations Support is varied and aligned to setting the conditions for Operational Excellence through
provision of administrative and clerical activities across the whole warehousing operation. WMS exploitation and the ability to
proactively produce pick lists and solve problems, process area issue resolution, organise & manage transport requests, process
emergency orders and special requests, support stock placement & manage data to support stock accuracy. A critical eye for detail
and the ability to engage with leadership, other internal and external stakeholders and the floor is also required.
Pressure & Working Environment:
The role requires the delivery of time-critical outputs and is based in the Siemens Warehouse in Hexthorpe. As part of a team of 2
Operations Support staff, there is a need to maintain service and balance time off with the other post incumbent. Direct
interaction with the Customer, therefore both excellent written and verbal communication skills are essential. There is no travel
required in this role. Working hours are detailed in contracts of employment with the expectation that operations are supported
during 8am - 5pm, Overtime / Bank Holiday working is performed to meet the requirements of the business.
Qualifications & Education
GCSE Maths & English at Grade C or above
Experience & Proven Ability Required
Previous experience of Customer Service and working in a fast-paced, time critical warehouse environment is essential. A track
record of working to tight timelines, being able to plan and prioritise activities and work with computer-based systems is core to
the role. The role requires interaction with operatives and leadership alike, so must be a team player and able to flex and react
to ever-changing situations. General Health & Safety awareness. Ability / willingness to operate various MHE.
A good understanding of Warehouse Management Systems and the maintenance of consumable inventory (including ordering) is required.
A sound working knowledge of SAP / CORMAP is desirable and good computer skills fundamental to the role. The role incumbent must
be able to work with minimal supervision and interact with all levels across the operation. Good time management, communication
skills and a proactive approach to supporting the operation is a must.
Duties & Key Responsibilities
WMS / Google Exploitation: 25%
* Input, interrogate and retrieve data within SAP / CORMAP as required in performing duties.
* Validate and process customer orders as requested.
* Investigate and resolve internal discrepancies to improve customer order fulfillment
* Investigate and resolve customer delivery and email issues
* Assist with directive stock placement to ensure smooth processing of inbound pipeline.
* Assist with velocity based stock placement to ensure optimised picking.
* Data collation and input for KPI and Metric reporting
Direct Operational Support: 50%
* Process Customer Delivery Issues to the conclusion & correct stock accuracy.
* Prioritise and conclude Customer Issues within a timely manner and to the customer's agreement.
* Liaise with Bibbys / Log Dev Team to complete any off-site storage requests
* Retrieve POD’s for deliveries to suppliers and other POD’s as required.
* Produce Picks / additional special picks for the Siemens warehouse as required during the day including any supporting
documentation. Assist with mid-bound activities and undertake other duties where resource is required
* Completion of activities in support of Ghosting / Callout / Extra Picks providing MDI for review with the customer
* Complete transactional activity to facilitate the direct delivery of material to the Customer / Supplier
* Assist in the continuous review and development of procedures and practices through participation in the Unipart Way and C.I.
activities.
* Work within the warehouse complex in a manor, which maintains at all times the safety of self and work colleagues.
* Complete stock queries as directed and resolve to ensure stock accuracy
* Action Inbound (Supplier / Returns) initiated queries (RDS) & responses from customer, in line with contractual SLA
* Liaise with the Customer to close out material issues / rejections enabling replenishment within lead time
* Undertake work outside of the direct area of responsibility that may be deemed necessary to support the company’s operations
and stock integrity.
* Assist in developing a methodology for improvements, to include a monitoring system to sustain improvements using the Unipart
Way tools and techniques.
* QMS documentation and sustainment to ensure process compliance.
General Administration: 25 %
* Provide customers/depots/warehouses with items as requested (tape, labels etc)
* Responsible for the storage of CFR’s and POD’s.
* Assist in the flow of POD’s to the external scanning provider.
* Undertake all tasks, including Scanning, housekeeping, filing archiving and others as required
* Undertake warehouse consumable audits and ad-hoc ordering in response to the audit and operational requirements – including
uniform and footwear.
As a valued employee of Unipart Rail, you can look forward to a varied and rewarding career with a company that holds the
Investors in People accreditation and also world class status in employee engagement.
Strictly no agencies and we would ask that agencies refrain from making contact with any of our colleagues and that no CVs are
submitted to staff across the business. Any CVs sent will be at your own risk. We will reserve the right to engage with
candidates directly having not, in any way, entered into your company’s Terms and Conditions.
Unipart Rail is part of the Unipart Group, one of Europe's leading independent logistics’ companies that employs more than 8,000
employees worldwide and has an annual turnover of more than £800 million.
We have a long heritage in the rail industry based on decades of experience, we have continuous improvement plans to embrace
innovation in both products and business techniques to ensure that we remain the first and best choice for our customers.
We are seeking an enthusiastic and experienced Customer Operations Support person to work at our Hexthorpe Site in our Siemens
Warehouse.
Benefits
* Competitive salary
* Pension and death in service provisions for employees in pension scheme
* 25 Days Hols (plus Bank Holidays)
* Employee Assistance Programme (EAP)
* Health and Wellbeing Initiatives
* Employee offers and discounts from various retailers
* Free car parking
Main Purpose of the Role:
Manage customer facing processes and provide administrative support across all Siemens Warehouse Operations’ inputs and outputs to
secure the effective end to end delivery of business activity to achieve contractual objectives. Execute Customer Requests and
Issues (Process & Material) supporting a seamless flow of materials through the Supply Chain. Administer the ordering and tracking
of consumables required to effectively deliver operations and maintain safety.
Position in Organisation:
Operations Support staff sit across the Process Cells of the Siemens Warehouse, Unipart Rail Logistics and report to the Team
Leader.
Dimensions, Authority & Risk:
The Operations Support role works across all customer service and operational areas supporting the direct delivery of core outputs
and is required to facilitate the monitoring, generation and execution of inbound, mid-bound, returns and outbound activities
through accurate utilisation of emails, google forms and warehouse management systems. Through robust audit mechanisms, it will
also monitor the consumption of consumable items required to deliver the operation and re-order against lead times to ensure
sufficient stock is available. Requests by phone and email will be executed and completed within appropriate time scales ensuring
the Customer remains updated including Transport elements. MHE use will be required to supplement the requirements of the role, to
support the operation to achieve SLAs and timely resolution of Issues.
Management Of People & Advisory:
The role has no direct line management responsibilities but does interact directly with the Customer and with all levels across
the operation. It facilitates the effective delivery of core warehousing activities through the management of administrative
functions. Through extraction of data, internal and external stakeholder engagement and the timely delivery of supporting
activity, it directly impacts upon the effective processing and fulfillment of customer orders across each warehouse activity.
Key Relationships:
* Customers - communicate directly with professionalism with both depots and material controllers to maintain a good working
relationship
* Operatives - work closely with Warehouse Operatives to ensure that any administrative requirements are addressed to maintain
the continuous flow of inventory through the process.
* Customer Process Leaders - work under the direction of Customer Process Leaders to prioritise and deliver support functions at
the right time and in the right place to smooth process flow.
* Team Leaders - support wider administrative delivery and management of consumables required to deliver each process and
maintain safety.
* External Functions - work closely with Logistics to ensure timely collections / deliveries of product as requested
* Supply Chain Operations Leader - support any other reasonable tasks which contribute to the delivery of operational excellence
& customer Engagement
* Other UR Business Units - engage and liaise with other UR business units as required to maintain operational tempo and resolve
problems.
Freedom To Act & Direction Received:
* Proactive - self-starter; manage daily operational support functions to ensure service delivery is maintained. Required to
deliver most tasks with minimum supervision but will ultimately work as directed by Process Leaders.
* Reactive - solve problems raised by the shop floor or leadership personnel to maintain smooth operational flow.
* Every day will be planned but the plan may change, so the ability to work effectively within ambiguity is crucial.
Spread Of Skills & Analysis Required:
The role of Customer Operations Support is varied and aligned to setting the conditions for Operational Excellence through
provision of administrative and clerical activities across the whole warehousing operation. WMS exploitation and the ability to
proactively produce pick lists and solve problems, process area issue resolution, organise & manage transport requests, process
emergency orders and special requests, support stock placement & manage data to support stock accuracy. A critical eye for detail
and the ability to engage with leadership, other internal and external stakeholders and the floor is also required.
Pressure & Working Environment:
The role requires the delivery of time-critical outputs and is based in the Siemens Warehouse in Hexthorpe. As part of a team of 2
Operations Support staff, there is a need to maintain service and balance time off with the other post incumbent. Direct
interaction with the Customer, therefore both excellent written and verbal communication skills are essential. There is no travel
required in this role. Working hours are detailed in contracts of employment with the expectation that operations are supported
during 8am - 5pm, Overtime / Bank Holiday working is performed to meet the requirements of the business.
Qualifications & Education
GCSE Maths & English at Grade C or above
Experience & Proven Ability Required
Previous experience of Customer Service and working in a fast-paced, time critical warehouse environment is essential. A track
record of working to tight timelines, being able to plan and prioritise activities and work with computer-based systems is core to
the role. The role requires interaction with operatives and leadership alike, so must be a team player and able to flex and react
to ever-changing situations. General Health & Safety awareness. Ability / willingness to operate various MHE.
A good understanding of Warehouse Management Systems and the maintenance of consumable inventory (including ordering) is required.
A sound working knowledge of SAP / CORMAP is desirable and good computer skills fundamental to the role. The role incumbent must
be able to work with minimal supervision and interact with all levels across the operation. Good time management, communication
skills and a proactive approach to supporting the operation is a must.
Duties & Key Responsibilities
WMS / Google Exploitation: 25%
* Input, interrogate and retrieve data within SAP / CORMAP as required in performing duties.
* Validate and process customer orders as requested.
* Investigate and resolve internal discrepancies to improve customer order fulfillment
* Investigate and resolve customer delivery and email issues
* Assist with directive stock placement to ensure smooth processing of inbound pipeline.
* Assist with velocity based stock placement to ensure optimised picking.
* Data collation and input for KPI and Metric reporting
Direct Operational Support: 50%
* Process Customer Delivery Issues to the conclusion & correct stock accuracy.
* Prioritise and conclude Customer Issues within a timely manner and to the customer's agreement.
* Liaise with Bibbys / Log Dev Team to complete any off-site storage requests
* Retrieve POD’s for deliveries to suppliers and other POD’s as required.
* Produce Picks / additional special picks for the Siemens warehouse as required during the day including any supporting
documentation. Assist with mid-bound activities and undertake other duties where resource is required
* Completion of activities in support of Ghosting / Callout / Extra Picks providing MDI for review with the customer
* Complete transactional activity to facilitate the direct delivery of material to the Customer / Supplier
* Assist in the continuous review and development of procedures and practices through participation in the Unipart Way and C.I.
activities.
* Work within the warehouse complex in a manor, which maintains at all times the safety of self and work colleagues.
* Complete stock queries as directed and resolve to ensure stock accuracy
* Action Inbound (Supplier / Returns) initiated queries (RDS) & responses from customer, in line with contractual SLA
* Liaise with the Customer to close out material issues / rejections enabling replenishment within lead time
* Undertake work outside of the direct area of responsibility that may be deemed necessary to support the company’s operations
and stock integrity.
* Assist in developing a methodology for improvements, to include a monitoring system to sustain improvements using the Unipart
Way tools and techniques.
* QMS documentation and sustainment to ensure process compliance.
General Administration: 25 %
* Provide customers/depots/warehouses with items as requested (tape, labels etc)
* Responsible for the storage of CFR’s and POD’s.
* Assist in the flow of POD’s to the external scanning provider.
* Undertake all tasks, including Scanning, housekeeping, filing archiving and others as required
* Undertake warehouse consumable audits and ad-hoc ordering in response to the audit and operational requirements – including
uniform and footwear.
As a valued employee of Unipart Rail, you can look forward to a varied and rewarding career with a company that holds the
Investors in People accreditation and also world class status in employee engagement.
Strictly no agencies and we would ask that agencies refrain from making contact with any of our colleagues and that no CVs are
submitted to staff across the business. Any CVs sent will be at your own risk. We will reserve the right to engage with
candidates directly having not, in any way, entered into your company’s Terms and Conditions.