Customer Service Representative (NE)

syncreon by DP World delivers tailored, scalable and progressive solutions to customers in more than 100 global locations. The company has managed supply chain synergies for global automotive and technology premier brands for more than 60 years. 

 

This is a fully onsite role at our Palmetto Location. 

 

 

Customer Service Representative: We are looking for an experienced Customer Service Representative, based in Palmetto, GA. 

 

Your responsibilites will include: 

• 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 customized 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.

 

Quality & Safety Requirements 

• Conform to the processes and requirements of our integrated management system.

• Achieve effectiveness of our integrated management system by following the Quality Policy and meeting company objectives.

 

Safety

• Work to be compliant with the company environmental, health and safety standards and rules.

 

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Rare 5% of time on this physical demand

Occasional 50% of time on this physical demand

Frequent 80% of time on this physical demand

Constant 100% of time on this physical demand

 

It's an exciting time to join the syncreon team!

 

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