Customer Service Representative

3 weeks ago

Santa Clara, California, United States syncreon Full time

About the Role

We are seeking a highly skilled Customer Service Representative to join our team at syncreon. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities

  • Owning, logging, and ensuring all daily customer service contacts and queries received via telephone and 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 and 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.

Requirements

  • 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.

About DP World

DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

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.

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, minimizing disruptions from the factory floor to the customer's door.

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.

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