Customer Service Specialist

We have an exciting opportunity for a Customer Service Specialist to join our control tower team in Limerick. You will liaise with management, internal support teams and warehouse operations within DP World – along with key account customer staff and our 3rd party carriers in managing day to day customer support activities. You will be handling complex queries and focusing on driving high levels of customer satisfaction. In this role you will provide customer support ensuring all process, system, carrier and other issues impacting customer shipments and delivery performance are resolved per agreed SLA’s.

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 DP World & customer teams and tracked through to resolution.
• Compiling, reviewing and actioning reporting suites for our key account customer and DP World 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 DP World TMS system per required customer & carrier customised reporting requirements.
• Participating in DP World Control Tower / customer projects.

What will you bring

• Fluency in oral & written English is essential.
• Previous experience of at least two years in customer service, with a preference for candidates who have worked in a logistics or supply chain environment.
• Strong communication skills, with the ability to effectively convey information and resolve issues with customers and internal teams.
• Excellent problem-solving abilities, with a proactive and solution-oriented approach to customer inquiries and challenges.
• Detail-oriented and organised, with the ability to multitask and prioritise tasks in a fast-paced environment.
• Proficiency in Microsoft Office Suite and experience with CRM or ticketing systems.
• Ability to work as part of a team and assist other team members during peak volume and holiday periods.

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 103,000 employees spanning 75 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. The DP World family comprises of syncreon, Imperial and P&O.

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.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE