Control Tower Customer Success Specialist

The Peninsular and Oriental Steam Navigation Company; Limerick; On-site; EUR 32,000 - 42,000; Full time

Job summary

DP World in Limerick is seeking a Customer Service Specialist for a 12-month fixed-term contract. You will be part of the DP World Control Tower, coordinating with management, internal support, warehouses and 3rd party carriers to handle day-to-day customer support and ensure SLA adherence.

You will handle complex queries, compile KPI and billing reports, and drive high levels of customer satisfaction across shipments and delivery performance.

Qualifications

• Two years in customer service, preferably in logistics or supply chain.
• Strong communication with internal teams and customers.
• Proactive problem solving and attention to detail.
• Proficiency with Microsoft Office and CRM or ticketing systems.
• Able to multitask in a fast-paced environment.

Responsibilities

• Own and log daily customer service contacts via phone and email; resolve per SLA.
• Report and track system/operational issues impacting shipments to DP World and customers.
• Compile and review KPI reporting for key accounts and DP World.
• Investigate and document root causes with corrective actions; ensure follow-through.
• Manage carrier and customer communications from order to delivery/return/claim.
• Generate and distribute daily/weekly/monthly reporting from DP World TMS.

Skills

Customer service

CRM software

Microsoft Office

Communication skills

Problem solving

Tools

CRM software

Microsoft Office

Ticketing systems

Job description

DP World in Limerick is seeking a Customer Service Specialist for a 12-month fixed-term contract. You will be part of the DP World Control Tower, coordinating with management, internal support, warehouses and 3rd party carriers to handle day-to-day customer support and ensure SLA adherence.

You will handle complex queries, compile KPI and billing reports, and drive high levels of customer satisfaction across shipments and delivery performance.