Customer Service Representative

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Role: Customer Service Representative Road Logistics
Contract: Fixed term contract 9 months
Hours: 8-5pm

Location: Rathcoole, Dublin

*Own transport essential as site not connected to any public transport link*

Why work for DACHSER?

We’re a family-owned global logistics provider delivering over 83 million shipments a year, including everything from fashion, DIY, chemicals to medical equipment. Internationally, we are among the top 15 logistics providers in terms of sales revenue. We combine and integrate the world's most intelligent logistics network capabilities that keep the global economy running – today and tomorrow.

DACHSER is a diverse, innovative and energetic workplace where everyone's ideas are always welcomed and considered. We strive to keep the family sentiment running through the business which creates an exciting, ambitious and supportive work ethic. Whether you are looking at opportunities in operations, as part of our Regional Office or support teams.

Benefits That Support You

At DACHSER, we believe in taking care of our people — inside and outside of work. Here’s what you can enjoy as part of our team:

• Free Car Parking — hassle-free parking every day, so your commute is stress-free.
• Life Assurance — Death in Service benefit to provide peace of mind for you and your loved ones.
• Employee Assistance Programme — confidential support to help you manage any personal challenges affecting your wellbeing and work.
• Employee Discounts — from day one, access exclusive deals on holidays, fashion, supermarkets, insurance, and more.
• Pension Plan — a flexible, tax-efficient pension scheme where you decide your contribution level, helping you plan.
• Health Perks — remburisement of approved VDU eye wear and annual flu vaccination to keep you feeling your best.
• Internal Referral Fees — know someone perfect for the team? Earn rewards by referring great talent.
• Bike to work

Join Our Inclusive Family

At DACHSER, everyone is welcome. Diversity and equal opportunities are at the heart of who we are. We value the unique qualities each person brings, believing that diverse teams drive innovation and success. Because for us, logistics is a people business — and we can’t wait to meet you

Purpose Of The Role:

This is a key role to provide first class quality service to our internal and external customers and build strong professional relationships with multiple stakeholders. The role is a unique link between our customers, sales, the network and operations and is a part of a larger team to ensure we consistently achieve a quality service to our customers.

Key Responsibilities:

• Develop a clear understanding of customer requirements and consistently meet or exceed expectations by delivery service with a professional and positive attitude
• Proactively monitor customer and network shipment lead times across Domestic, European, and UK operations, identifying potential delays and working collaboratively with operations to minimise disruptions and implement alternative solutions.
• Produce daily reports and checks to monitor and resolve shipment discrepancies with a customer focused solution
• Prepare and issue performance reports to customers in the event of service discrepancies.
• Manage customer complaints in a professional and empathetic manner, taking ownership to resolve issues efficiently and de-escalate situations where necessary.
• Deliver prompt, accurate, and compliant responses to all internal and external customer queries via phone, email, and internal systems, with a strong focus on first-time resolution.
• Responsible to build and develop, strengthen and maintain customer’s working professional relationships
• Manage and monitor value added service requests
• Maximise revenue by upselling, identifying and capturing value added service charges and ensuring all additional charges are captured and communicated for invoicing.
• Foster a collaborative team environment by working closely with colleagues and internal stakeholders to ensure service levels and customer expectations are consistently achieved.

Skills & Experience:

• 2 years’ experience in a fast paced environment, logistics or a customer facing role a distinct advantage
• Proficient in Microsoft Office essential with excellent organisational and administration skills
• Customer focused with excellent interpersonal skills and have the ability to diffuse difficult situations
• Proactive, solution-oriented mindset with strong problem-solving abilities.
• Reliable, enthusiastic, committed, driven and contributes to team success
• Strong communication (written and verbal English) with a commitment to providing an outstanding customer experience with the ability to work collaboratively across teams
• Professional Telephone manner with the ability to communicate and relay information in a positive manner
• Ability to work in a fast-paced and deadline-driven environment
• High attention to detail and a methodical approach to tasks
• Flexibility with a positive outlook, willingness to learn and adapts to change
• Proven ability to build effective relationships with customers and colleagues

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Job Types: Full-time, Permanent

Pay: €30,000.00-€33,000.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay

Application question(s):

• Do you have your own transport?
• Do you have valid permission to work in the state of Ireland?
• What are your salary expectations?
• What is your current Location?

Experience:

• Logistics Industry: 2 years (preferred)
• Customer service: 1 year (preferred)

Work Location: In person