Koen, Naomi, and Sabrine have followed a similar path: after an initial professional experience, they joined VPD's back-office team before becoming coordinators. What unites them is their ability to stay calm and positive, even when facing challenges.
What exactly does your role involve?
Koen: Our role is primarily to assist the drivers in optimising delivery times while anticipating potential problems. If a client informs us they live on a narrow street, we opt for a suitably sized vehicle. If the delivery is to be made to a floor without an elevator, we arrange for a lift.
Sabrine: We are also available during the delivery. If the client is absent or if there’s no parking space available, drivers contact us. We then call the client to find a solution together.
Naomi: We regularly communicate with our business clients to assess what worked well in previous deliveries and identify areas for improvement.
Koen: We also support other departments of the company, such as planning and dispatching, to ensure orders do not remain in our warehouses for too long.
Empathetic and resilient to stress
What qualities are necessary?
Koen: We act as intermediaries between the business client, the driver, and the final customer. It's essential to be empathetic and to maintain composure in all situations. Our common goal is to carry out deliveries in the best possible way, even when faced with the unexpected.
Naomi: Resilience to stress and the ability to make quick decisions are crucial because the driver is on-site and needs to continue with deliveries. They wish to leave as soon as possible, ideally after completing their delivery.
Sabrine: Self-confidence is also important. Initially, I was quite shy, but I realised that this affects the client's perception. Clear and confident communication is essential, especially when a delivery needs to be rescheduled for various reasons. In such cases, we organise a new delivery appointment in consultation with the client, ensuring precise communication.
More than 1500 daily deliveries
What are your main challenges?
Naomi: We sometimes face difficulties due to a lack of prior information from clients, such as a street being too narrow or a staircase unsuitable for transporting goods. Keeping cool and finding a solution is then essential.
Koen: Managing more than 1500 daily deliveries, especially during peak periods, can be challenging, but our team collaboration helps us overcome these times.
Sabrine: Flexibility is key. Although we follow clear procedures, we often need to make quick decisions or adjust our planning to meet client needs.
Every day is different
What do you particularly appreciate about your position at VPD?
Naomi: What I appreciate most is the family atmosphere. There's always someone to help, and questions are always welcome. This makes me want to get up and go to work each day. The collaboration between different departments is also very effective.
Sabrine: For me, it's the relational aspect. We do a lot for our clients and we are very flexible. Everyone here has the opportunity to learn and progress.
Koen: What motivates me is the positive impact of our support for clients. Each day brings something new, which keeps work from becoming monotonous.
Finally, how do you see the future of VPD?
Koen: The company clearly focuses on innovation and is looking towards the future.
Sabrine: We have experienced remarkable growth lately; the volume of our deliveries has almost doubled. Fortunately, our team has expanded accordingly.
Naomi: ...however, we have managed to preserve our spirit and family atmosphere. We also regularly organise team activities, which further enhance collaboration!