Customer Service Representative (NE)
Syncreon, Auburn Hills, MI, United States
Freight Forwarding - Operations and Customer Service Agent
Job Description
We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe.
Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.
KEY ACCOUNTABILITIES
Manage file creation and all services associated with freight forwarding and logistics
Assist with account start-up; liaison with sales to ensure required documentation/information needed for the SOP are provided
Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
Assist clients in their day‑by‑day requests related to export/import documentation in order to ensure proper execution of the transportation files
Provide clients with complete flight/sailing details to ensure proper flow of information is guaranteed
Liaise with airlines/ocean lines to procure the best possible solutions (capacity and cost) to be used upon execution of transportation files
Liaise with DPW internal network and external partner agents to guarantee the best possible service assistance
Act quickly upon possible emergency situations that may arise within the life of an air/ocean file
Network with fellow operations colleagues to ensure proper support is given in case of workflow overload
QUALIFICATIONS, EXPERIENCE AND SKILLS
Graduate in any field
At least 3 years of relevant and recent experience in Freight Forwarding Operations and customer service
Freight Forwarding experience is mandatory
About the Role 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 Syncreon & customer teams and tracked through to resolution.
Compiling, reviewing and actioning reporting suites for our key account customer and Syncreon 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 Syncreon TMS system per required customer & carrier customised reporting requirements.
Participating in Syncreon control tower / customer projects.
Being the voice of the customer.
Your Key Qualifications
Fluency in oral & written English is essential.
2 years’ work experience in a high tech customer services and logistics’ environment.
Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
Responsiveness in dealing with Customer requests.
Attention to detail for billing, process analysis, customer complaints investigations & reporting activities.
Excellent interpersonal skills.
Ability to work as part of a team and assist other team members during peak volume periods
Experience in carrier network management.
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.
Nearest Major Market: Detroit. Job Segment: Logistics, Supply Chain, Supply, Operations.
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Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.
KEY ACCOUNTABILITIES
Manage file creation and all services associated with freight forwarding and logistics
Assist with account start-up; liaison with sales to ensure required documentation/information needed for the SOP are provided
Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
Assist clients in their day‑by‑day requests related to export/import documentation in order to ensure proper execution of the transportation files
Provide clients with complete flight/sailing details to ensure proper flow of information is guaranteed
Liaise with airlines/ocean lines to procure the best possible solutions (capacity and cost) to be used upon execution of transportation files
Liaise with DPW internal network and external partner agents to guarantee the best possible service assistance
Act quickly upon possible emergency situations that may arise within the life of an air/ocean file
Network with fellow operations colleagues to ensure proper support is given in case of workflow overload
QUALIFICATIONS, EXPERIENCE AND SKILLS
Graduate in any field
At least 3 years of relevant and recent experience in Freight Forwarding Operations and customer service
Freight Forwarding experience is mandatory
About the Role 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 Syncreon & customer teams and tracked through to resolution.
Compiling, reviewing and actioning reporting suites for our key account customer and Syncreon 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 Syncreon TMS system per required customer & carrier customised reporting requirements.
Participating in Syncreon control tower / customer projects.
Being the voice of the customer.
Your Key Qualifications
Fluency in oral & written English is essential.
2 years’ work experience in a high tech customer services and logistics’ environment.
Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
Responsiveness in dealing with Customer requests.
Attention to detail for billing, process analysis, customer complaints investigations & reporting activities.
Excellent interpersonal skills.
Ability to work as part of a team and assist other team members during peak volume periods
Experience in carrier network management.
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.
Nearest Major Market: Detroit. Job Segment: Logistics, Supply Chain, Supply, Operations.
#J-18808-Ljbffr