Planning Specialist, Customer Experience

About the Role

This role will utilize route analysis software to adjust territory plans to create effective and efficient daily and weekly tactical route plans for assigned branch locations. The position involves performing data analysis of plans, resource availability, and territory, maintaining geographic codes, addresses, and customer information, and reporting metrics on a daily basis to the Service Planning Supervisor and Branch Managers/Technicians.

Key Relationships

• Planning & Scheduling Supervisor
• Planning & Scheduling Sr. Leader
• Director Routing and Scheduling
• VP Logistics
• Branch Managers, Service Managers, and Technicians
• Contact Center colleagues
• North America Managers and Colleagues
• Key customers

Key Performance Indicators

• Work Orders scheduled per day/month
• 30 and 60 day completion rate
• Planned Miles between Work Order

Responsibilities

• Creates route plans using work order data and route analysis software
• Communicates routes within assigned territory to service personnel
• Summarizes and reviews plans daily with the Service Planning Supervisor
• Creates summary reports daily and provides to supervisor
• Performs other duties as assigned

Requirements

• Advanced knowledge of Routing and Scheduling software systems
• Advanced knowledge of the company’s branch service department as it relates to resources, territory structure, advanced planning of recurring services, and schedule availability for unplanned demand
• Verbal and written communication skills, including public speaking
• Analytical skills and attention to detail
• Advanced skills with MS Office Applications (Word, Excel, Outlook, PowerPoint)
• Ability to read, analyze, and interpret general business documents, maintenance instructions, procedural manuals, and/or government regulations
• Ability to manage multiple, repetitive tasks
• Basic understanding of texting software or other forms of software needed to accomplish objectives
• Ability to effectively interact with co-workers and the public
• Basic knowledge of the company’s operating systems

Leadership Traits and Characteristics

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers
• Able to demonstrate strong levels of drive, work ethic, and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details
• Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders

Qualifications

• High school diploma or (GED) or equivalent combination of education and/or experience in the service industry
• 1-2 years of related experience as dispatcher and/or customer service agent

Physical Demands and Working Conditions

• Must be prepared to move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects
• Sitting for long periods of time while using office equipment such as computers and phones
• Fingering and repetitive motions; such as movement of wrists, hands, and fingers while picking, pinching, and typing during your normal working environment
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume
• Receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment
• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen, and expansive reading
• Inside working conditions: The change of building environment such as with or without air conditioning and heating

Benefits

All Full-Time Colleagues qualify for the following benefits starting on day 1, and Part-Time Colleagues qualify for most benefits after meeting certain criteria:

• Professional and Personal Growth:
  • Multiple avenues to grow your career
  • Training and development programs available
  • Tuition Reimbursement benefits (for FT Colleagues)
• Health and Wellness:
  • Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
• Savings and Retirement:
  • 401(k) retirement plan with company-matching contributions
• Work-Life Balance:
  • Vacation days & sick days
  • Company-paid holidays & floating holidays
  • A company mindset that prioritizes health, safety, and flexibility