Customer Service Representative (NE)
About the Role
How you will contribute:
- Own, log, and ensure all daily customer service contacts and queries received via telephone and email are worked through to resolution per strict SLAs.
- Strong focus on communication to proactively report any systems or operational issues impacting customer shipments to the relevant syncreon and customer teams, and track through to resolution.
- Compile, review, and action reporting suites for our key account customer and syncreon business per KPI requirements.
- Action customer complaints, ensuring detailed and accurate root cause and corrective actions are implemented, formally documented, and submitted to the customer.
- Carrier management, including tracking open customer orders through to delivery, return, or claim, and actioning exceptions as they arise.
- Carrier performance reporting against agreed KPIs and actioning trends for root cause and corrective actions.
- Participate in weekly carrier and customer task meetings, along with monthly reviews and QBRs.
- Self-billing, including compiling and managing all billing activities for all carrier and customer transactions.
- Provide daily, weekly, and monthly reporting suites from the syncreon TMS system per required customer and carrier customized reporting requirements.
- Participate in syncreon control tower and customer projects.
- Be the voice of the customer.
Qualifications
- Fluency in oral and 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 and presentation skills.
- Responsiveness in dealing with customer requests.
- Attention to detail for billing, process analysis, customer complaints investigations, and 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.
Pay
Pay range: $18.27 - $27.40 per hour.
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 111,000 employees from 159 nationalities, spanning 77 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. We’re reshaping the future by investing in innovation, from intelligent delivery systems to automated warehouse stacking, pushing the sector towards better ways to trade and minimizing disruptions from the factory floor to the customer’s door.
DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures—not just in what we do but also in how we behave. We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity drives innovation and growth and helps us connect people, businesses, and societies. The DP World family comprises syncreon, Imperial, and P&O.