John Marshall Email & Phone Number

Northamptonshire, England, United Kingdom

Birmingham, England, United Kingdom

Daventry, England, United Kingdom

After a successful internal promotion I now look after the global compliance for DHL for their customer Caterpillar. With over 1000 shipments monthly it’s my job to ensure all stations globally are entering agreed customer KPI’s on time and correctly. To ensure this is done I manage two members of staff in our GSC Manila office who assist in running the raw data. I then take these reports and liaise with relevant teams to correct any issues or missing data. Included in this is a monthly report which gives reason behind shipments that were late. Once this is completed I run a monthly call with the customer explaining the results and how DHL are working on corrective actions. I also create a presentation which is presented to higher management within DHL and the customer

Daventry, England, United Kingdom

In this role I was the lead for airfreight for the Caterpillar contract within DHL ISC UK. My main responsibilities were to book submitted shipments with the customers chosen forwarder, once these shipments were passed to the forwarders my focus was ensuring the shipments arrived into destination within the agreed transit time. To do this I ran daily reports which would show any missing milestones or any late shipments requesting that they provide the missing data or to provide a reason behind the delays. Within my time in this role I improved the processes and with the help of all forwarders improved the service being provided to the customer. This was noted by the customer and the processes were rolled out to other parts of the customers’ business.

Northampton, England, United Kingdom

I held various roles at the same time with Panther as this was a fast growing company. I came back to the business as a team leader running a team of 20 members of staff taking incoming calls from customers regarding their order from our clients such as Silentnight, Sealy Beds and Dunelm. As a part of this role I would conduct one2one training with all call centre advisors, which included listening to calls and creating development plans for each agent to improve their call handling. Within the first couple of months we had a new phone system implemented, I was tasked with setting all of our call centre staff up with logins, providing support and ensuring we had staff available to take calls. After roughly 5 months I was then asked to become a senior account manager, I was tasked with looking after what we called in need accounts. This was a combination of accounts that were having issues from late deliveries, damages etc. Once I had recovered and resolved the issues this would then be passed back to an account manager to resume their normal role