Customer Service Representative; NE

Customer Service Representative (NE)

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 include managing daily customer inquiries received by phone and email and ensuring resolution within established SLAs, communicating operational or system issues impacting customer shipments and tracking concerns through resolution, monitoring customer orders from processing through delivery, returns, and claims, investigating customer complaints and providing detailed root cause and corrective action documentation, tracking carrier performance against established KPIs and addressing trends or service issues, compiling and reviewing customer and carrier performance reports, participating in weekly customer and carrier meetings, monthly reviews, and QBRs, managing billing activities related to carrier and customer transactions, preparing daily, weekly, and monthly reporting using the TMS system, supporting customer and control tower projects, and serving as the voice of the customer and helping 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 & 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 & 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…