Customer Service Officer
Job Purpose
An exciting opportunity for a Customer Service Officer to join our growing team!
This role will be responsible for owning and managing the customer experience by proactively identifying issues and building relationships to the mutual benefit of the customer and DP World Global Forwarding.
This role will work in conjunction with Business Development, Sales, Commercial and Operational stakeholders to deliver operational excellence to DP World customers to cement our position as a working partner offering freight forwarding solutions.
Key Accountabilities
- Responsible to build and foster relationships with customers and the DP World network
- Be the primary point of contact for customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customers as well as internal stakeholders
- Upsell to your customer by identifying new opportunities increasing the footprint of business and solutions with the assigned customer base
- Proactively track shipments and notify customers of relevant deviations from the transport plan
- Assist the Key Account Manager to effectively transitions new business into operations to ensure that customer requirements and the commitments of DP World are met
- Willingness to go the extra mile for customers and with a focus on providing solutions
- Provide the highest level of customer service to DP World customers
- Develop and maintain strong relationships at an operational level with customers
- Be the focus pint for resolution of all customer issues
- Timely completion of quotes and rate card updates improving customer visibility
- Provide a problem-solving approach and escalate issues as soon as they become apparent
- Offering support and guidance to other team members to improve the level of customer service to all Customers
Qualifications, Skills, and Experience
The successful candidate will possess the following:
- Industry specific qualifications (RACA/IATA/FIATA)- preferred
- Experience with BNE Project Freight – preferred.
- Cargowise Training – Certificates - preferred
- 5 years’ experience in Import Freight Operations and Customer Service
- Excellent understanding of import freight operations into Australia
- Strong relationships with external service providers
- Excellent understanding of Logistics Sales and process
- Demonstrated ability to work and solution issues independently
- Cargowise (Wise-Tech) experience and strong IT/administration skills
- Efficiency in day-to-day operations, with a specific focus on task driven milestones and deadlines
- Extensive knowledge of the supply chain
- A commitment to Customer Service excellence
- An active and contributing team player with excellent personal skills
As we provide an essential service to the Australian economy, we require candidates to be able to demonstrate that they are vaccinated.
Supporting equality
At DP World, we value and respect the different perspectives and experiences our people bring to work each day. We aim to increase the diversity of our workforce – leading to a range of different thinking, perspectives and ideas that create the innovation we need to drive better business results. We aim to have a work environment where everyone feels included and everyone can realise their full potential.
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 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. In Asia Pacific, DP World employs more than 7,000 people, and has ports and terminals in 17 locations.
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.
Application details
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