Planning Specialist, Customer Experience

About the role

This role utilizes route analysis software to adjust territory plans and create effective, efficient daily and weekly tactical route plans for assigned branch locations. The position performs data analysis of plans, resource availability, and territory; maintains geographic codes, addresses, and customer information; and reports metrics daily to the Service Planning Supervisor and Branch Managers/Technicians.

Key Performance Indicators

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

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
• Strong relationships within customer organization and Field

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

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers
• Strong drive, work ethic, and personal accountability; ability to work under pressure while maintaining sound judgement and rigorous focus on details
• Acts with the highest standards of integrity at all times and builds enduring, 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 a dispatcher and/or customer service agent

Physical Demands and Working Conditions

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

Benefits

Benefits start on Day 1 for full-time colleagues — no waiting period. 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 (for full-time colleagues)

Health and Wellness

• Full-time colleagues eligible to enroll immediately upon hire with benefits starting day 1
• Medical, Dental, Vision, Disability, and Life Insurance plus more

Savings and Retirement

• 401(k) retirement plan with company-matching contributions

Work-Life Balance

• Vacation days & sick days
• Company-paid holidays & floating holidays
• Company mindset that prioritizes health, safety, and flexibility