Job Description
We have an exciting opportunity for a Customer Service Manager to join our Control Tower team in Limerick. This is an exciting opportunity to lead a dynamic customer service function within a global logistics and supply chain environment. As Customer Service Manager, you will oversee all aspects of customer service operations, ensure seamless coordination of logistics activities and delivering best-in-class support to our key clients. This includes managing a team of customer service representatives, resolving complex customer queries, supporting billing activities, and driving performance through KPI reporting.
How You Will Contribute
* Lead and manage the customer service team, ensuring timely and effective handling of high volumes of customer queries, escalations, and service reports throughout the delivery lifecycle.
* Act as the primary escalation point for delivery issues, working collaboratively with DP World warehouse teams and third-party carriers to resolve exceptions and ensure follow-through to closure.
* Oversee the full order management process, with a strong focus on on-time delivery performance, issue resolution, and customer satisfaction.
* Build and maintain strong working relationships with key customer account teams by understanding their daily operational needs and providing tailored support.
* Proactively identify and report any system or operational issues impacting customer shipments, and coordinate resolutions with internal and customer teams.
* Ensure accurate and timely completion of customer and carrier performance reporting (daily, weekly, monthly).
* Drive continuous improvement through operational excellence initiatives and business process improvements (BPI), aligning team efforts with customer and business goals.
* Provide coaching, mentoring, and development opportunities for your team, including performance management under DP World's PMP framework.
What You Will Bring
* Proven experience in customer service, with a minimum of 2 years in a supervisory or managerial role within a logistics environment.
* Strong leadership skills with the ability to motivate, develop, and inspire team performance.
* Excellent communication and interpersonal skills, with a strong ability to engage with clients, stakeholders, and cross-functional teams.
* Solid understanding of logistics and supply chain management principles and practices.
* Analytical mindset with strong problem-solving capabilities and a commitment to continuous improvement.
* Ability to work effectively under pressure in a fast-paced environment, managing multiple priorities.
* Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
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.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.
We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.
What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.
WE MAKE TRADE FLOW