Haulier Relationship Manager
Job Title: Haulier Relationship Manager
Division: Transport
Reports To: Head of Transport
Location: Head Office, Tobermore
The Haulier Relationship Manager’s (HRM) key responsibilities are to build and maintain strong day to day haulier relationships, maintain very high on time delivery levels and to provide excellent customer service. The role provides a key communication link between our Haulage Partners and the Tobermore Transport Team, CRM, CSM and Loading Teams.
About the role
Maintain DAY 1 on-time delivery dates and DAY 1 on-time collection dates on every occasion
Build and maintain excellent relationships with hauliers
Promote a “Tobermore First” culture amongst our hauliers. Tobermore must be our haulier’s priority when delivering
Manage and maintain disciplined everyday communication between our hauliers, the Transport Team, CRM, CSM and Loading Teams
Promote and enforce the Haulier Standards Document
Use of Power BI and Nav to promote the facts regarding haulier delivery performance
POD/Invoicing query resolution
When unforeseen delays happen, immediate communication between Planners, internal CRM and CSM Teams and the end customer is paramount
Enforce PPE use with all hauliers
Develop an Escalation communication process with all hauliers using their key managers
Form a link with individual haulier Compliance Managers
Manage the Dynamic Case Analysis and subsequent distribution of results.
Apply structured questioning with Hauliers around late delivery excuses and the recording of results for analysis and future re-occurrence
Manage a strict on time collection service at Tobermore through the loading calendar
Ensuring effective and timely return of PODs within agreed timeframe
Providing case and performance analysis in preparation for Haulier Meetings
Meet hauliers (In person or on MS Teams) every 2 months with HoT and Planning Manager
Question answers/excuses given from Hauliers and record for analysis
Provide general ongoing support to the Planning and Transport Admin teams
Distribution of haulier paperwork at driver counter
Generating ‘purchase orders’ to rectify driver priced sheets requiring adjustments
Any other office duties as required.
What you will need
Required criteria
- 5 GCSE’s including English & Maths A – C. A-levels.
- Previous experience in the Haulage/ Transport industry
- Comprehensive working knowledge of Microsoft Office specifically, Excel and PowerPoint
- Experience in customer care
- Experience in Transport Planning and the use of related software
- Proven track record of service and quality improvement capability
- Working experience in interacting and managing delivery drivers.
- IT Proficient
- High attention to detail & meticulous approach
- Excellent planning and organisation skills.
- Ability to communicate effectively with people at all levels to get results
- Confident to offer constructive challenge with excellent objection handling skills.
- Being persuasive and engaging.
- Shows integrity and trust.
- Proactive, pragmatic. Self-motivated
- Ability to work effectively as part of a team and independently.
Desired criteria
- Third level qualification
- Previous experience of complaint handling.
- Full and clean driving licence.
Professional skills you’ll need for this job opportunity
Time Management/Organisational skills
Flexibility and Adaptability
IT skills
Attention to detail
Teamworking
Communication
Planning and Organising
Tobermore
Tobermore is a family run organisation, the family ethos of the firm is mirrored in the dedication of our staff. Tobermore is an award winning company and has been recognised both locally and internationally for both business processes and product quality. Our paving and walling products are manufactured from our plant in Northern Ireland and supplied right across the UK and Ireland. Together we will create beautiful spaces by producing world-class products whilst providing an outstanding customer experience.
Tobermore is an equal opportunities employer.
Tobermore began life as a humble sand and gravel business started by the Henderson family in 1942. We then diversified into concrete products, which were sold to the local community in the 1950s. In the late 1970s we became one of the forerunners in manufacturing block paving – or ‘Pavia’, as it was originally called. Now, more than 80 years later, we are one of the top paving and walling manufacturers in the UK and Ireland, and pride ourselves on our world-class technology and the unrivalled quality of our products. Achieving £85 million sales in 2021/22 and positioned number 24 in the NI Belfast Telegraph Top 100 Companies 2022, your future is in good hands. Working alongside forward thinking business professionals throughout the business and receiving continuous learning and support, start your Tobermore career today.
Our people To this day, the business remains family-run. We employ 450+ staff throughout the UK and Ireland. We embrace, encourage and engage in continuous improvement and continuous learning for all employees. Our people are the backbone to our company. They understand the importance of customer relationships. People buy from people. Our success is a testament to how customers appreciate our staff that have been trained and developed to deal professionally with all customer requirements. We only recruit people who share our values.
Our benefits
You Grow... We Grow It’s true. Continuous improvement lies at the heart of Tobermore's ethos. We encourage our staff to reach their potential through training in a supportive and fulfilling environment. At Tobermore, we take great pride in providing everyone with the opportunity to learn, develop and progress to do great things. We want to give our employees the opportunity to build on the already great skills and experience that they bring with them. View our employee perks below, dependent on the role.
Vacation, Paid time off
Performance bonuses
Retirement plan and/or pension
Office perks
Employee development programs
Employee discounts
Opportunity to travel
Remote working
Free parking
Free work laptop
Open office
Company retreats
Competitive salary
Event tickets
Long service recognition
We are a proud diversity ambassador
Haulier Relationship Manager
Tobermore is a family run organisation, the family ethos of the firm is mirrored in the dedication of our staff. Tobermore is an award winning company and has been recognised both locally and internationally for both business processes and product quality. Our paving and walling products are manufactured from our plant in Northern Ireland and supplied right across the UK and Ireland. Together we will create beautiful spaces by producing world-class products whilst providing an outstanding customer experience.
Tobermore is an equal opportunities employer.