Customer Service Representative (NE)

DP World•Union City, GA

3d•Onsite

About The Position

We are looking for an experienced Customer Service Representative for multiple shifts, based in Union City, GA, to coordinate daily operations. It's an exciting time to join the DP World team!

Requirements

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
Experience in carrier network management.

Responsibilities

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.