Overview Of The Role:

• The Shift Coordinator will play a crucial role in managing and optimizing the execution of rental reservations, deliveries, and collections. Acting as a pivotal point between customers and operation teams, the coordinator will ensure timely vehicle dispatch, oversee driver productivity, and enhance customer satisfaction by adhering to the company's service standards. The position also encompasses responsibilities such as updating reporting mechanisms, managing customer interactions, and handling post-hour emergencies. Success in this role is defined by efficient fleet coordination, improved walk-in vehicle allocation, and seamless operational processes within the Rental Logistics department. The role operates under the guidance of Al-Futtaim's policies and values.

What You Will Do:

Rental Reservations

• Run daily reservations manifest for all branches in Dubai and Northern Emirates, ensuring correct vehicle allocation according to the substitution matrix.
• Manage driver allocation for all vehicle transactions, ensuring reservation vehicles are dispatched at least 60 minutes in advance.

Rental Delivery and Collection

• Manage vehicle delivery and collection, contacting customers and assigning drivers for each task.
• Ensure all documents related to delivery and collection are collected and submitted according to agreed processes.
• Ensure collections are pre-closed and logged in the system on the same day of notification.

Walk-ins and Stock Management

• Ensure 30% of total check-outs for the day are provided as Walk-up vehicles.
• Coordinate with the Vehicle Preparation team to maintain an adequate stock of clean vehicles.
• Ensure daily rental count reports and requirement vs. fulfillment analysis are performed.

Huddle Board and Reporting

• Update Huddle Board daily with accurate data during each shift and conduct meetings with drivers and associates.
• Send daily updated reports of all required transactions (delivery, collections, movement of cars, inventory) to the supervisor/manager.
• Email the Shift Handover document at the end of each shift, ensuring reconciled inventory of branches 98 and 80.

Customer Service and Complaint Resolution

• Attend to customer queries and breakdowns after office hours from 08:00 PM to 08:00 AM and all-day Friday.
• Ensure all customer complaints are managed according to established policies and procedures and escalated to the Supervisor/Manager when necessary.
• Maintain professional communication with internal and external customers through email, phone, and verbal interactions.

Driver Management and Lease Pro Management

• Report any lateness or sickness of drivers to the operations supervisor and maintain driver schedules to minimize downtime.
• Ensure proper check-in and check-out of vehicles in branches, and manage inventory to avoid aging vehicles.
• Ensure Lease Pro operations are audited by Team Lead and Operations Supervisor, with reconciled inventory and closed NRT reports.

Skills

Required Skills To Be Successful:

• Demonstrated team building and leadership skills.
• Strong problem solving and analytical capabilities.
• Excellent planning and organizational abilities.
• Exceptional customer interaction and professional communication skills.

What Equips You For The Role:

• Bachelor's degree or equivalent educational qualifications.
• Over 2 years of experience in the automotive industry, with rental industry experience being desirable.
• Proficient in MS-Office applications, with particular strength in Word and Excel.
• Excellent knowledge of UAE roads, locations, and RTA legislations.