Customer Service Representative; NE

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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.

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.

• 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

• 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 with in carrier network management or transportation/logistics preferred

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 & Q ’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 &…