Delivery Assurance Analyst

Shell & Turcas Petrol A.Ş

Job Purpose:

To liaise with drivers, hauliers, customers (IVR), Customer Operations and scheduling teams to perform amendments to the schedule during its execution, manage customer enquiries and process urgent orders.

Principal Accountabilities:

• Primary contact point for the hauliers to advise truck drivers of necessary amendments to plan.
• Manage deviation from plan, i.e. process in GSAP any post schedule amendments to the shift: Left on board, plant/depot change, load quantity changes, compartment changes, trip sequence change, vehicle change, orders scheduled not delivered.
• Receive urgent order requests and create urgent orders within framework of delivery promise. Provide feedback of changes to planned shipments to schedulers and scheduling admin team, particularly to VMI customers.
• Handle customer enquiries to change/amend orders, evaluate the real need and feasibility for scheduling changes, and liaise with scheduling team where appropriate. Ensure any Special Instructions noted on the orders have been processed.
• Initiate surcharges for Left on Board and urgent orders to the customers.
• Investigate and resolve customer complaints. Ensure documentation and filing is accurate, up to date and accessible.
• Fully compliant with ISO9001 Management Quality system and ISO27001 Information security management systems.

Special Challenges:

• Assess/handle unplanned issues arising from delivery/system constraints.
• Assess the implications of HSSE requirements, customer on-site HSSE risk, discharge requirements of drivers.
• Ensure compliant scheduling with VRIP rules.
• Feedback effectively to scheduling team and scheduling admin.
• Continuously rotating shift system (working in 2 shifts (from Sunday 22:00 till Saturday 22:00).
• Workload in Festive periods, price change days, high season (summer) and weekends.

Qualification required:

• Distribution Customer Service
• Good English language skills
• Road Delivery Operations
• Distribution Planning and Exchanges
• Excellent stakeholder management
• Excellent communication and issue resolution skills
• Stress resistance
• Ability to deal with non-standard situations
• Ability to apply proper solution under time pressure
• Familiar with SAP or scheduling systems would be an advantage