About the Role
We have an exciting opportunity for a Logistics Customer Service Specialist to join our Control Tower team in Limerick. As Logistics Customer Service Specialist, 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.
You will be handling complex queries and focusing on driving high levels of customer satisfaction. In this role you will provide customer support ensuring all process, system, carrier and other issues impacting customer shipments and delivery performance are resolved per agreed SLA’s.
How you will contribute
* Leading the CT team which handle customer queries, planning & a large volume of day to day reports through the life cycle of customer orders.
* 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 escalated 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.
* Owning a self-billing solution 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
* Proven experience in logistics customer service, with at least 2 years in a managerial or supervisory role (preferred but not essential).
* Strong leadership skills, with the ability to motivate and inspire a team to achieve goals.
* Excellent problem-solving abilities, with a proactive and solution-oriented approach to customer inquiries and challenges.
* Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and other stakeholders.
* Sound knowledge of logistics and supply chain management principles, practices, and processes.
* Analytical and problem-solving abilities, with a focus on continuous improvement and process optimization.
* Ability to work well under pressure in a fast-paced environment and prioritize tasks effectively.
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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