Customer Support Representative - Logistics Coordinator

Role Overview

Morgan McKinley is collaborating with a prominent global logistics company to appoint a Logistics and Customer Support Coordinator based in Limerick. This position involves close interaction with management, internal departments, warehouse operations, key clients, and third-party carriers to oversee daily customer support functions.

Key Duties

• Address customer inquiries received via phone and email, guaranteeing their resolution within established Service Level Agreements (SLAs).
• Proactively identify, communicate, and escalate operational or system challenges affecting shipments, ensuring they are tracked to resolution.
• Compile and examine Key Performance Indicator (KPI) reports for both principal customers and internal teams.
• Handle complaints from customers by conducting root cause analyses and implementing necessary corrective measures.
• Maintain relationships with carriers, oversee order tracking until delivery or return, and resolve any exceptions.
• Monitor the performance of carriers relative to KPIs and promote continuous improvement processes.
• Ensure orders are released timely and coordinate with carriers to fulfill delivery commitments.
• Support order management and outbound logistics planning, and actively participate in regular meetings with customers and carriers.

Required Qualifications and Skills

• Fluent in both written and spoken English.
• At least two years of professional experience in customer service or logistics planning, preferably within the logistics or supply chain sector.
• Excellent communication abilities with the capacity to effectively engage with customers and cross-functional teams.
• Strong analytical and problem-solving skills with a proactive and solution-oriented approach.
• Highly organised, detail-focused, and capable of managing multiple tasks in a fast-paced environment.
• Proficient with Microsoft Office applications and experienced in using Customer Relationship Management (CRM) or ticketing platforms.
• Demonstrates strong teamwork and willingness to assist colleagues during high-demand periods or holiday coverage.

Additional Information

Interested candidates are encouraged to apply promptly. For further information, please contact Aoife C. at 061-430940.