Logistics and Customer Support Coordinator

We have an exciting opportunity for a Logistics and Customer Support Coordinator to join our team on a 9 month FTC. As Logistics and Customer Support Coordinator, you will work as part of the DP World Control Tower team, based in Limerick. 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 and logistics activities.

You will be responsible for handling complex queries, driving high levels of customer satisfaction and ensuring that process, system, carrier and other issues impacting customer shipments and delivery performance are resolved within agreed SLA’s. You will also support logistics planning and order management, providing effective logistics solutions for key customers and retail sales sectors.

How you will contribute

• Owning, logging and ensuring all daily customer service contacts and queries received via telephone and email are worked through to resolution within agreed SLA’s.
• Maintaining strong communication with DP World teams, customers and carriers, proactively identifying and escalating any systems or operational issues impacting customer shipments and tracking these through to resolution.
• Compiling, reviewing and actioning reporting suites for key account customers and the DP World business in line with KPI requirements.
• Managing customer complaints, ensuring detailed and accurate root cause and corrective actions are identified, implemented, documented and communicated to the customer.
• Managing carrier activity, including tracking open customer orders through to delivery, return or claim and proactively actioning exceptions as they arise.
• Monitoring and reporting on carrier performance against agreed KPI’s, identifying trends and supporting root cause and corrective actions.
• Participating in weekly carrier and customer task meetings, as well as monthly reviews and Quarterly Business Reviews (QBR’s).
• Managing self-billing activities, including compiling and processing billing information for carrier and customer transactions.
• Providing daily, weekly and monthly reporting from the DP World TMS system in line with customer and carrier-specific reporting requirements.
• Supporting order management and outbound planning activities, ensuring customer requirements are effectively managed and logistics solutions are delivered efficiently.
• Working collaboratively with colleagues and supporting wider Control Tower activities, particularly during periods of increased volume and holiday cover.

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