Team Lead - Hire Desk

Roles and Responsibilities:

• Team Leadership: Supervise mentor and motivate the hire desk team to achieve individual and collective goals. Conduct regular performance reviews and provide constructive feedback.
• Customer Service: Ensure the team delivers exceptional customer service handling inquiries and resolving issues efficiently and professionally.
• Operational Management: Oversee the hire desk operations ensuring timely and accurate processing of equipment hires returns and inventory management.
• Process Improvement: Identify opportunities to streamline processes enhance productivity and improve customer satisfaction.
• Reporting: Monitor key performance indicators (KPIs) produce reports and communicate results to senior management.
• Collaboration: Work closely with other departments such as logistics sales and credit control to ensure seamless operations.

Day to day Operations:

• Understands performs and manages all “rental cycle” tasks with the rental desk teams this includes but not limited to transport & logistics telematics monitoring administration related to hire desk operations account release request with credit control team.
• Understands performs and manages the timeliness and accuracy of the rental desk team’s data and status updates in the Insync/MAR platform and any other agreed data management tools.
• Coordinate scheduling the operation supervisors on site “familiarizations” & “offhire inspections”. Monitoring the delivery of machines and assigning tasks to the operations supervisors.
• Understands performs and manages communication pathways (phone email verbal system) for internal and external machine rental related requests following the correct processes with a view to elimination of waste and duplications (defects).
• Manages rental agreements delivery notes/collection notes LPO’s that are required to enable a machine on/off hire are accurately completed filed and updated in the system.
• Preparing the delivery notes and providing them to the transporter.
• Preparing a job file against each sales order & filing the documents including delivery note acknowledgements.
• Forwarding the information and updating the customer inquiry log.
• Checking customer emails liaising with commercial and technical staff closely for coordination of each specific job
• Coordinate scheduling of IPAF and or Familiarization requests from Clients or Account Managers as when required.
• Provides hire desk and related operational reporting to the operations manager as required.
• Coordinates and manages the correct transport to deliver/collect the machines after coordinating with site persons and account managers for delivery & collection times site location details & specific site access needs.
• Coordinate scheduling and preparing off hire/collection notes as per the instructions from customer or account managers email request.
• Coordinate with account managers and technical teams & prepare the “priority machine requirements”. Based on this priority list hire desk and technical will coordinate machine readiness and delivery schedules.
• Monitor and share appropriate customer damage details to the technical team for creation of damage advice notes.
• Coordinate and manage current utilization reports (e.g. revenue tracker) update MAR for data accuracy and equipment availability reports.
• Coordinate and manage Infleet and Defleet machines to and from the UAE fleet count in the system.
• Coordinate and manage rates confirmation with account managers and credit control team prior to monthly invoicing.
• Coordinate and manage transport timesheet and cost and prepare LPOs on a monthly basis.
• Perform and manage achieving the Hire desk team smart goals and KPIs.
• Execute and coordinate continuous improvement activities best practices and knowledge transfer to team members and relevant departments.
• Execute and coordinate team building activities such as TBTs brainstorming sessions with drivers and team members.

Must Have:

• Working knowledge of Microsoft Excel & any ERP software
• Management report generation and analysis
• Key Competencies required for the role
• Communication and negotiation skills
• Solution minded/ decision making skills
• Building collaborative relationships
• CreativeDigital SavyAnalytical SkillsCommunicationSelfDrivenFlexibilityAssertiveness Attention to Detail
• Highly Proficient with Microsoft Excel skills V look up PIvot tables Count if and all other basic formulas. There will be an excel test in the interview process.

Requirements:

• Proven experience in a hire desk customer service or operations role with at least 2 years in a supervisory or leadership position.
• Strong leadership and team management skills with the ability to motivate and inspire a team. Excellent communication and interpersonal skills.
• Strong organizational and problemsolving abilities. Proficient in relevant software and systems (e.g. CRM hire management software).
• Ability to work in a fastpaced environment and manage multiple priorities
• Fluent in English Hindi will be an advantage
• Highly Proficient with Microsoft Excel skills V look up PIvot tables Count if and all other basic formulas.