UNIPET Vacancies January 2021

PURPOSE OF JOB

The Digital Experience Associate is responsible for managing the customer order interface at all touchpoints, ensuring the accuracy of orders by verifying product specifications, promotion details and prices, capturing relevant information on the customer to ensure the success of deliveries and monitoring the status of the delivery management process using the appropriate software and tools.

MAIN ACCOUNTABILITIES

• To support the Manager – U Store Online, in the achievement of the organisation’s annual sales objectives for E-commerce/Call centre operations and by extension retail convenience stores.
• To oversee the delivery management process, efficiently employing software and other communication tools provided to ensure the achievement of customer satisfaction.
• To effectively resolve customer queries and issues while being attentive to responses, channelling feedback and suggestions to management, in order to implement measures for continuous improvement.
• To focus on the provision of quality service to customers while emulating the company’s mission of offering “the ultimate customer experience” in the execution of daily tasks.
• To strictly adhere to and ensure the enforcement of company policies and procedures for financial transactions/accountabilities with the utmost integrity.

MAIN DUTIES AND RESPONSIBILITIES: PERFORMANCE MEASURES

• Monitor customer order touchpoints inclusive of U-Store’s website, WhatsApp, Social Media and phones, communicating directly with customers where necessary to ensure receipt, confirmation and accuracy of orders.
• Advise and inform call-in customers of packaged deals and sales promotions with the aim of upselling and increasing the value of the order.
• Create customer invoices, ensuring that they are assigned to the relevant merchant locations on a timely basis.
• Oversee the delivery management system working closely with CSA’s at various branches to assign orders based on customer locations, availability of stock, drivers’ schedules.
• Monitor the organization’s Customer Relationship Management (CRM) system, overseeing the activities of all CSA’s to ensure that orders receive the necessary attention and process timely status updates at each stage of delivery management.
• Monitor the activity of drivers using the relevant software and tools acting as the liaison between the customer and company where necessary.
• Respond to customer queries and work to rectify impending issues with the view of successfully closing sales and achieving customer satisfaction.
• Compile weekly sales reports highlighting customer feedback and providing suggestions for improving the service and product offering.
• Adhere to the guidelines for call and delivery service standards set by the company.
• Assist with the reconciliation and reporting of daily financial transactions for both Drivers and CSAs.

HSE Responsibilities
• Comply with and support the Company’s Health, Safety and Environmental policies, procedures and programs and any other applicable legislation and standards.
• Recognize and understand the health and safety risk associated with assigned job tasks.
• Perform all duties in a manner that promotes good health and hygiene, no harm to the environment, and no injury to self or risk to others.
• Stop work if any work-related safety incident is imminent or occurs, in a manner compliant with Company policies and procedures and regulatory requirements.
• Wear and maintain PPE as required and in the manner prescribed.
• Attend HSE training as required by the Company.
• Report all HSE related incidents according to Company procedures and assist in incident investigations, as necessary.
• Comply with scheduled or random drug and alcohol testing according to Company’s policy.

Other
• Establish and maintain effective working relationships with co-workers and supervisors.
• Maintain regular and consistent attendance and punctuality, in keeping with the Company’s policies.
• Maintain proper personal hygiene and professional grooming and appearance, within the dress code and PPE requirements, as stated in the Company’s policies.
• Attend training as required by the company.
• Perform any other job-related duties as assigned from time to time

ACADEMIC/PROFESSIONAL QUALIFICATIONS

• Tertiary education as evidenced by an Associate degree or Bachelor of Science degree in Business Administration, Marketing, or equivalent will be an asset OR supervisory experience in a customer service environment.
• Computer literate, with competence in the Microsoft Suite of products.
• Additional training, certificates or an organization’s recognition for outstanding customer service will be an asset.

Main Responsibilities

• To ensure an effectively functioning team of mechanics, adequately staffed, appropriately
skilled and trained, routinely assessed, and motivated to perform.
• To ensure an organised, tidy, and well-maintained space for maintenance of the Company’s
fleet.
• To ensure an adequately stocked and maintained set of tools, equipment, and spare parts for
the maintenance of the Company’s fleet of vehicles.
• Contribute to the development of a preventative maintenance schedule for the vehicles
comprising the Company’s fleet and ensure execution of the preventative maintenance
schedule for each vehicle.
• Instruct mechanics to perform periodic random inspections of the fleet of vehicles.
• Troubleshoot vehicle failure problems to accurately determine cause(s) and required
remedial actions.
• Ensure timely and efficient mechanical repairs and maintenance to the fleet of vehicles,
minimising the downtime for each vehicle.
• Perform trending on the mechanical repairs and maintenance to each vehicle on the fleet to anticipate problems and advise the Transport Team Leader of measures to address recurring issues, minimise vehicle downtime and extend the useful life of the vehicles.
• Keep the Transport Team Leader apprised of major vehicle nonconformances, the remedial actions being taken and the anticipated time for returning the vehicle to service.
• Prepare Maintenance Cost Reports for each RTW.
• Ensure that the Maintenance Workshop is adequately outfitted with the required tools and equipment, in terms of type and number, to effectively maintain the vehicles.
• Ensure that the tools and equipment are kept organized and in good condition.
• Manage the Maintenance Workshop to a high standard of cleanliness, safety, environmental stewardship, and aesthetics, in accordance with Company Policy and regulatory requirements.
• Support the Transport Team Leader in assessing the fleet of vehicles, providing information
for forecasting the acquisition, retirement, and replacement of equipment, and for the development of the associated Business Cases.
• Assist the Warehouse Clerk in determining spare parts and ancillary items to be stocked, and stock reorder thresholds.
• Ensure that the team of Mechanics is equipped with the necessary personal protective equipment (PPE), and that the PPE is properly maintained and used, in accordance with Company Policy.
• Support the Emergency Response and Business Continuity protocols for any incident involving the RTWs.
• Participate in the investigation of all incidents and accidents involving the team of Mechanics.
• Provide emergency response personnel and equipment during incidents/accidents or as required by Company Emergency Response procedure.

Academic/Professional Qualifications

• A diploma or certification in auto mechanics, automotive services, Autotronics, electronics and/or automotive repairs.
• A minimum of three (3) CXC/CSEC O’levels including Mathematics and English.
• A minimum of five (5) years’ experience in vehicle maintenance, with at least three (3) years’ in the maintenance of light and extra heavy trucks and Road Tank Wagons (RTWs).
• A minimum of two (2) years’ experience in a supervisory capacity.
• Knowledge of health, safety and environmental policies and procedures.
• Valid Driver’s Permit.
• Computer Literate; knowledge of the Microsoft suite of products.

Main Responsibilities

• Collect petrochemical product from Company designated locations adhering to all applicable Company procedures.
• Transport petrochemical product from/to Company designated locations in a safe and timely manner, in compliance with all traffic laws and applicable Company policies and procedures.
• Deliver petrochemical product to Company designated locations adhering to all applicable Company procedures.
• Verify petrochemical product quantity and quality received and discharged at Company designated locations as per Company’s procedures.
• Report any inconsistencies detected in the quality or quantity of petrochemical product received or discharged to the Company designated authority.
• Respond to uncontrolled environmental discharge (e.g., spills, gas release, etc.) in the loading and off-loading of petrochemical product, in accordance with Company’s procedures
• Ensure that all documentation associated with the collection and delivery of petrochemical products is completed accurately and in a timely manner and forwarded to the required administrative function for processing.
• Collect payments due on delivery from customers as instructed and submitting same to the required administrative function for processing.
• Carry out daily and weekly maintenance checks on the assigned vehicle.
• Report any vehicle defects as per Company’s procedures.
• Support the Emergency Response and Business Continuity protocols for any incident involving the RTWs.
• Participate in the investigation of all incidents and accidents involving the team.
• Ensure that petrochemical product measuring devices, such as rods and meters, are cleaned on a daily basis, kept defect free and properly calibrated.
• Report irregularities observed in the operations of any parties in the Supply Chain to Company designated authorities.

Academic/Professional Qualifications

• A minimum of three (3) CXC/CSEC O’levels including Mathematics and English.
• Knowledge of health, safety and environmental policies and procedures.
• Valid Driver’s Permit.
• A Defensive Driving Certificate.
• Minimum one (1) year experience in operating class 5 (Tractor & Trailer).
• Computer Literate; knowledge of the Microsoft suite of products.