Customer Service Representative

Freight Forwarding- Operations and Customer Service Agent

Job Description

We are the leading provider of worldwide smart end-to-end supply chain & logistics, 
enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer 
solutions.

The Freight Forwarding Operations and Customer Service Agent will build and maintain 
strong relationships with key customers, addressing their concerns, resolving issues, and ensuring their satisfaction. Continuously assess customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

KEY ACCOUNTABILITIES

• Manage file creation and all services associated with freight forwarding and logistics
• Assist with account start-up; liaison with sales to ensure required 
documentation/information needed for the SOP are provided• Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
• Assist clients in their day-by-day requests related to export/import documentation 
in order to ensure proper execution to the transportation files
• Provide clients with complete Flight/Sailing details in order to ensure proper flow in 
information is guaranteed
• Liaise with Airlines/Ocean lines in order to procure the best possible solutions 
(capacity and cost) to be utilized upon execution of transportation files
• Liaise with DPW internal Network and external Partner Agents in order to guarantee 
the best possible service assistance
• Act quickly upon possible emergency situations that may arise within the life of an 
Air/Ocean file
• Network with your fellow Operations colleagues to ensure proper support is given in 
case of workflow overload

QUALIFICATIONS, EXPERIENCE AND SKILLS

• Graduate in any field
• At least 3 years of relevant and recent experience in Freight Forwarding Operations 
and customer service• Freight Forwarding experience is mandatory

About the Role

How you will contribute

• 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.

Your Key Qualifications

• 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.

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 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.

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.

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. Free minds and different perspectives are changing our world, and together we can change what’s possible.

The DP World family comprises of syncreon, Imperial and P&O.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.