Customer Service Specialist

DP World; Limerick; Hybrid; EUR 28,000 - 36,000; Part time

Job summary

DP World in Limerick is seeking a Customer Service Representative to join the Control Tower team on a 3 month contract. You will liaise with management, internal support teams and warehouse operations to manage day-to-day customer support activities and ensure high levels of customer satisfaction.

Proficiency in English, strong communication, and experience in logistics are essential. You will handle complex queries, logging contacts, and producing reporting packs from the DP World TMS system,

Qualifications

• Fluency in English, written and spoken.
• Minimum two years in customer service, logistics or supply chain.
• Strong communication and problem-solving abilities.
• Detail-oriented with multitasking in a fast-paced setting.
• Proficient in Microsoft Office Suite and CRM or ticketing systems.

Responsibilities

• Own and log daily customer service contacts and queries; resolve per SLA.
• Proactively report and track systems/operational issues impacting shipments.
• Compile and action KPI reporting for key accounts and DP World.
• Address customer complaints with root-cause analysis and corrective actions.
• Manage carrier activities from order to delivery or return.
• Provide carrier performance reporting and trend analysis.
• Participate in weekly carrier and customer meetings and monthly reviews.

Skills

Fluent English

Two years experience

Communication skills

Problem solving

Detail oriented

MS Office

CRM systems

Ticketing tools

Tools

MS Office

CRM systems

Ticketing tools

Job description

DP World are looking for a Customer Service Representative to join our growing Control Tower team in Limerick on a 3 month contract.

As Customer Service Specialist, you will work as part of the DP World Control Tower team, based in Limerick Ireland. 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 focussing 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 you will 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.

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

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 120,000 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.

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

#LI-JH1

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

Job Info

• Job Identification 25288
• Locations Limerick, Southern Region, Ireland