Customer Service Representative

Customer Service Representative

Commerce, GA

Are you a customer-focused professional who enjoys problem-solving, managing multiple priorities, and keeping customers informed throughout the logistics process?

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.

What You’ll Do

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.

Key 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

What We’re Looking For

• 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
• Experience within carrier network management or transportation/logistics preferred

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.