About the Role
We have a new and exciting opportunity for a Customer Service Specialist to join our DP World Control Tower team, based in Limerick, Ireland. You will liaise with management, internal support teams, and warehouse operations within DP World – along with key account customer staff and our 3rd party carriers in managing day-to-day customer support activities.
How you will contribute
* Owning, logging & ensuring all daily customer services contacts & queries received via telephone & email are worked through to resolution per strict SLA’s.
* Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant DP World & customer teams and tracked through to resolution.
* Compiling, reviewing, and actioning reporting suites for our key account customer and DP World business per KPI requirements.
* Actioning customer complaints received ensuring that detailed and accurate root cause/corrective actions are implemented, formally documented, and submitted to the customer.
* Carrier management including tracking open customer orders through to delivery/return/claim and actioning exceptions as they arise.
* Carrier performance reporting against agreed KPI’s and actioning trends for root cause & corrective actions.
* Participating in weekly carrier & customer task meetings along with monthly reviews & QBR’s.
* Self-billing including compiling and managing all billing activities for all carrier and customer transactions.
* Providing daily/weekly/monthly reporting suite from the DP World TMS system per required customer & carrier customised reporting requirements.
* Participating in DP World Control Tower / customer projects.
* Being the voice of the customer.
What you will bring
* Fluency in oral & written English is essential.
* Previous experience of at least one year in customer service, with a preference for candidates who have worked in a logistics or supply chain environment.
* Strong communication skills, with the ability to effectively convey information and resolve issues with customers and internal teams.
* Excellent problem-solving abilities, with a proactive and solution-oriented approach to customer inquiries and challenges.
* Detail-oriented and organised, with the ability to multitask and prioritise tasks in a fast-paced environment.
* Proficiency in Microsoft Office Suite and experience with CRM or ticketing systems.
* Ability to work as part of a team and assist other team members during peak volume and holiday periods.
Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
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