Customer Service Manager

2 weeks ago

Ireland DP World Full time

Customer Service Manager – Limerick

About the Role

DP World Logistics have an exciting opportunity for a Customer Service Manager, to join our Control Tower team based in Limerick, Ireland. The successful candidate will be responsible for overseeing and managing all aspects of customer service operations related to logistics and supply chain management. You will lead a team of customer service representatives and work closely with various stakeholders to ensure efficient and effective coordination of logistics activities.

You will be handling some of our most complex customer queries, complaints, billing activities and KPI reporting suites while also driving high levels of customer satisfaction in our day-to-day operations.

NOTE: this is an on site role, with some flexibility for home working. 

How you will contribute

  • Leading the customer services team handling high volumes of customer queries, escalations and day to day reports through the delivery life cycle of customer orders.
  • Acting as an escalation point for delivery issues from the key account customer and working closely with DP Worlds warehouse operations and a number of 3rd party carriers in the delivery networks to ensure all delivery exceptions are addressed in a timely manner and followed through to closure.
  • Oversee the order management process, from on time performance, order exceptions and customer satisfaction.
  • Building a close working relationship with the customer key account care staff through understanding their day-to-day business requirements and servicing accordingly.
  • Ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant DP World & customer teams, while working closely with the relevant teams executing their resolution.
  • Ensuring a large number of customer and carrier performance reports are completed daily/weekly/monthly and submitted on time and with accurate content.
  • Owning and driving operational excellence and process improvements (BPI) with the team in effectively supporting the customers and DP World’s business needs.
  • Ongoing coaching, mentoring, development and PMP performance management for the team.

What you will bring

  • Proven experience in logistics customer service, with at least 2 years in a managerial or supervisory role.
  • Strong leadership and team management skills, with the ability to motivate and inspire the team to achieve goals.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and other stakeholders.
  • Sound knowledge of logistics and supply chain management principles, practices, and processes.
  • Analytical and problem-solving abilities, with a focus on continuous improvement and process optimisation.
  • Ability to work well under pressure in a fast-paced environment and prioritise tasks effectively.
  • Proficiency in Microsoft packages.

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 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

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 believe that employees are happiest when they’re empowered to be their true, authentic selves.  So, please come as you are. We can’t wait to meet you.


By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies .

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