CX Specialist with German

Key resposibilities: 

Transport Coordination & Execution

• Plan and execute road transport operations, ensuring the timely and accurate delivery of goods.
• Create loading instructions and manage load dispositions, taking into account customer deadlines and logistical constraints.
• Ensure transport orders are issued and processed efficiently, and that all related documentation (e.g., KPI sheets, operating instructions) is completed accurately.
• Monitor and follow up on transportation schedules, proactively identifying and resolving any delays or issues.
• Selection and creation of deliveries from material released for shipment, including identifying suitable coils for each customer while observing weight and quantity limits, as well as loading point distribution. Material can only be scheduled if all technical order parameters are met. Discrepancies are corrected manually in the system to ensure accurate and compliant customer supply.
• Verification of delivery visibility in System (Transporeon), ensuring that created shipments are correctly displayed and offered to freight forwarders.
• Re-initiation of the process for deliveries not accepted by any freight forwarder, including coordination with the Customer Service team to agree on a new delivery date.
• Escalation of unassigned deliveries after repeated No-Touch-Order (NTO) attempts, including consultation with Customer Service experts. Upon approval, the delivery is published via Best Carrier (BC) on the Transporeon platform, allowing freight forwarders to submit freight cost proposals. The dispatcher must select a proposal in compliance with all applicable regulations, effectively selling the delivery on the open market.

Cost Control & Performance Monitoring

• Next-day verification of scheduled deliveries, ensuring all shipments departed on time. If delays occur, the dispatcher investigates the cause and informs Customer Service, who then notifies the customer.
• Analyze and monitor road transport costs to ensure adherence to budget and identify opportunities for cost savings.
• Select appropriate transport companies based on contractual terms, cost efficiency, and service quality.
• Track and report on transport performance, ensuring compliance with operational KPIs (e.g., On Time In Full, cost efficiency).

Collaboration & Problem Solving

• Collaborate with internal teams such as purchasing, production, and sales to ensure transport plans align with production schedules and customer needs.
• Liaise with transport companies and customs agencies to ensure smooth operations and resolve any issues related to transportation, customs, or delivery.
• Address transport incidents and coordinate the appropriate response, including the organization of replacement material if necessary.
• Collaborate closely with Customer representative, managing day-to-day communication and providing proactive support to Customer Service.
• Verification of available time slots for loading, with close coordination with a company responsible for packaging and loading in the mill (ICP).

Logistical Process Optimization

• Continuously seek opportunities to optimize transport processes, improve delivery times, and reduce costs.
• Participate in the rollout of new transport management systems and contribute to ongoing process improvement initiatives.
• Handle and document transport service discrepancies, ensuring corrective actions are taken when necessary.

Compliance & Reporting

• Ensure that all transport operations comply with relevant safety and regulatory standards.
• Prepare and generate reports from the time management system and Data Warehouse to track performance, costs, and discrepancies.
• Maintain accurate records of transport operations and related documentation.

Requirements:

• A university degree in logistics, transportation, or a related field is preferred
• Prior experience in logistics, dispatch, or freight forwarding is preferred
• Strong knowledge of transport processes, freight forwarding systems, and road transport operations
• Practical experience with MS Office, SAP, and transportation management systems (e.g., Transporeon).
• Fluent in English and German (minimum B2), both spoken and written.
• Strong interpersonal skills, with the ability to work effectively in a team and communicate clearly with both internal and external stakeholders
• Creative problem-solver with a keen eye for continuous improvement in processes and systems.
• Ability to handle operational stress and manage unexpected challenges
• Flexibility and adaptability, especially when handling emergencies or last-minute changes in the logistics plan.
• Focuses on finding practical and workable solutions to problems and able to independently plan and manage own work
• Excellent organizational skills and a systematic approach to handling multiple tasks and deadlines
• Works meticulously and ensures that tasks are completed with a high degree of precision, minimizing errors and maintaining quality standards.