Customer Service Specialist

Job Overview

DP World is seeking an enthusiastic Customer Service Specialist to join its team in Limerick on a fixed-term contract lasting 12 months. This role involves collaboration with the DP World Control Tower, internal support functions, warehouse operations, key customer account teams, and third-party carriers to manage day-to-day customer service activities. The position is focused on resolving complex queries and ensuring high levels of customer satisfaction by addressing issues affecting shipments and delivery performance according to service level agreements (SLAs).

Key Responsibilities

• Handle and resolve all customer service queries received via phone and email each day, ensuring compliance with strict SLAs.
• Communicate proactively about system and operational issues impacting shipments to relevant DP World and customer teams and ensure follow-up to resolution.
• Compile, analyze, and act upon various reports required by key account customers and DP World according to key performance indicators (KPIs).
• Manage customer complaints by identifying root causes, implementing corrective actions, documenting them accurately, and reporting back to customers.
• Oversee carrier management including tracking customer orders to delivery, returns, or claims and addressing exceptions promptly.
• Generate carrier performance reports against agreed KPIs and drive improvements based on trend analysis.
• Participate in weekly carrier and customer coordination meetings along with monthly reviews and Quarterly Business Reviews (QBRs).
• Manage self-billing processes including all carrier and customer transaction billing activities.
• Prepare daily, weekly, and monthly customized reports from the Transportation Management System (TMS) as per customer and carrier requirements.
• Contribute to projects within the DP World Control Tower and for customers.

Candidate Profile

• Fluent spoken and written English skills are essential.
• A minimum of two years' experience in customer service, preferably in logistics or supply chain sectors.
• Strong communication skills to effectively interact with customers and internal teams and resolve issues.
• Excellent problem-solving capabilities with a proactive approach to challenges and inquiries.
• Detail-oriented and well-organized, skilled at multitasking and prioritizing in a fast-paced environment.
• Proficient in Microsoft Office and experienced with CRM or ticketing systems.
• Team player capable of supporting colleagues during peak periods and holidays.

Compensation and Company Overview

DP World offers a stimulating work environment within a rapidly growing global company, promoting personal advancement and a competitive salary package. The company is a global leader in trade facilitating operations such as ports, marine, logistics, and technology, employing more than 120,000 people across 75 countries. DP World is focused on integrating innovative technologies and seamless supply chain solutions to transform global trade.