Senior Field Service and Logistics Administrator EMEA

Function: Operations

Title: Senior Field Services and Logistics Administrator

Approved By (Title):

Human Resources

Date: March 2025

Location

UK Slough

Purpose of Role

Senior Field Service and Logistics Administrator EMEA, will be part of the Field Service and Logistics Administrative Team and linked to several EMEA accounts. The role is responsible for planning collections to support all Field service and logistics activities, based upon customer requirements and resource availability. While maintaining data associated with on-site and mobile service activity, and related reporting. The Senior Account Administrator will assist the Program Managers/Account Managers and Business Development Managers with the day-to-day maintenance of current client contracts.

Reporting to

Field Service and Logistics Team Manager-EMEA

Principal Accountabilities

• Work with Sales, Operations, and Client Success Teams to develop and execute daily resource planning and routes that meet SLS objectives and customer requirements.
• Work closely with SLS logistic sub-contractors to request quotations and plan collections across EMEA.
• Provide support to the Field Services and Logistics Team Manager in times of absence.
• Provide an elevated level of customer service experience, responding to client queries in a timely and efficient manner.
• Provide support and training to team members.
• Work with the Program Managers/Account Managers and Business Development Managers, providing quotes internally and assisting with the day-to-day maintenance of current client contracts.
• Internal Management of client SLAs to manage the return of quotes to the Program Managers/Account managers and Business Development Managers in a timely manner.
• Management of client activities in the MAKOR system to include liaisons with other SLS sites and subcontractors.
• Assisting Finance with invoice queries.
• Management of Client Statements of Works.
• Attendance at internal meetings and conference calls
• Management of client issue resolution; first point of escalation & non-standard requests, consulting with SLS sub-contractors to resolve the escalations.
• Management of administrative work /support on key accounts.
• Manage the Scheduling of collections for client requests, consulting with the clients regarding the collections.
• Responsible for weekly KPI reports, Status 1-4.
• Work with SLS subcontractors to schedule technician resources, as necessary.
• Work with SLS subcontractors for onsite shredding support.
• Creation of Purchase Orders for logistic collections.
• Provide input on all field service quotes where logistics, ITAD, or recycling collections are required.
• Coordinate the timely transfer of information to accounting for billing reconciliation.
• Champion process and system improvements as required to ensure best practices for managing and tracking equipment.
• Possible Site visits to Sims and client sites
• Internal support with the development of Standard Operating Procedures.
• Other duties as assigned.

Other:

• Demonstrate personal responsibility for all Environmental, Health & Safety (EH&S) policies, procedures, and initiatives.
• Support diversity and inclusion, positive employee relations, and teamwork.
• Support measures designed to effectively manage costs and adherence to budgetary requirements.
• Support continuous improvement initiatives and quality requirements.
• Comply with all Company policies, procedures, and initiatives relevant to job.
• Support training and performance management initiatives.

Key Performance Indicator (KPIs)

• Operational Scorecards against SLA
• Quality routines / QC checks
• Client and customer satisfaction
• Other business metrics as appropriate

Key Relationships

• Internal – Field Service and Logistics Manager EMEA, Service Delivery Team, Commercial Team, Client Operations, Truck Drivers, Plant Managers, Operations Managers, Accounting

• External – Vendors and suppliers

Experience / Qualification Required

• Relevant qualifications or equivalent combination of education and experience
• Relevant experience in an Administrator role
• Experience managing people, preferred

Skills and Competencies

• Strong verbal and written communication skills.
• Proficient in MS Office Suite at intermediate level.
• Strong interpersonal and communication skills.
• Ability to work effectively with a broad range of individuals at multiple levels.
• Ability to use good judgment in decision making.
• Ability to analyze information to define and solve problems.
• Ability to manage multiple tasks and meet deadlines.
• Ability to maintain and organize records and documentation.

Core Competencies

• Safety

Effectively supervise team’s safety, solve simple problems in line with EH&S

Standards.

• Accept & Expect Accountability

Set and achieve challenging targets relevant to team and/or projects, monitor

quality and accuracy of team’s work and ensure an acceptable standard of quality.

• Inspire with Passion

Communicate well verbally and in writing, create accurate and punctual reports, share information and ideas with others, has good listening skills.

• Band Together

Prioritize tasks to meet clear deadlines, overcome obstacles, motivate and encourage others, promote mutual respect and supports inclusion, handle difficult people, apply clear and consistent performance standards, provide guidance to improve performance.

• Consistently Innovate

Break down problems into smaller components and responds, seek input from others to address the root cause of issues, make timely decisions and communicates decisions to others, support and adapt to change, open to new ideas, take on new responsibilities, handle pressure, show initiative, support continuous improvement programs.

• Planning & Project Management

Plan and complete tasks, goals and projects with short to medium-term impacts, keep own and team's work aligned with business goals, accountable for completion of own and team’s tasks and goals, keep information organized and accessible, work systematically and efficiently, manage resources efficiently, create contingency plans.

• Business & Job Knowledge

Understand own and team's duties and responsibilities, has necessary technical skills, has necessary job and product/market knowledge, keep job and product/market knowledge current, understand and communicate policies and procedures applicable to self and team.

Working Conditions / Physical Demands

Working Conditions

• Work is normally performed in a typical office environment with some warehouse exposure.
• Corrected hearing and vision to normal range.

• Use of office equipment including computers, telephones, calculators, copiers, fax machines, etc.
• Ability to wear personal protective equipment such as a hard hat, safety shoes, safety glasses, earplugs, fitted dust mask, etc. as required.
• Must be able to take on new assignments as required.
• Must work under deadlines with changing priorities.
• Must be able to handle various situations as they arise in a professional manner.