Customer Service Representative (NE)

DP World•Commerce, GA

3d•Onsite

About The Position

DP World is seeking a highly organized and responsive Customer Service Representative to serve as a key point of contact between our customers, carriers, and internal operations teams. This role is ideal for someone with experience in logistics or high-volume customer service who can manage customer requests, resolve shipment issues, and ensure service expectations are consistently met. As a Customer Service Representative, you will help manage the customer experience from order through delivery while ensuring issues are resolved quickly, accurately, and in accordance with established service levels and KPIs.

Requirements

At least 2 years of experience in high-volume customer service and/or logistics
Strong written and verbal communication skills
Experience handling customer complaints, escalations, and problem resolution
Strong Microsoft Office skills with experience preparing reports and presentations
Excellent attention to detail, particularly with billing, reporting, and process analysis
Strong interpersonal and organizational skills
Ability to work effectively as part of a team during high-volume periods
Fluency in oral & written English is essential.
2 years’ work experience in a high tech customer services and logistics’ environment.
Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
Responsiveness in dealing with Customer requests.
Attention to detail for billing, process analysis, customer complaints investigations & reporting activities.
Excellent interpersonal skills.
Ability to work as part of a team and assist other team members during peak volume periods

Nice To Haves

Experience within carrier network management or transportation/logistics preferred
Experience in carrier network management.

Responsibilities

Manage daily customer inquiries received by phone and email and ensure resolution within established SLAs
Communicate operational or system issues impacting customer shipments and track concerns through resolution
Monitor customer orders from processing through delivery, returns, and claims
Investigate customer complaints and provide detailed root cause and corrective action documentation
Track carrier performance against established KPIs and address trends or service issues
Compile and review customer and carrier performance reports
Participate in weekly customer and carrier meetings, monthly reviews, and QBRs
Manage billing activities related to carrier and customer transactions
Prepare daily, weekly, and monthly reporting using the TMS system
Support customer and control tower projects
Serve as the voice of the customer and help ensure a positive overall customer experience
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 syncreon & customer teams and tracked through to resolution.
Compiling, reviewing and actioning reporting suites for our key account customer and syncreon 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 syncreon TMS system per required customer & carrier customised reporting requirements.
Participating in syncreon control tower / customer projects.
Being the voice of the customer.