Freight Forwarding Operations and Customer Service Agent

As a current employee of DP World, you will know that we believe our people are our greatest asset. As such, our talent is our priority, and we look to fill roles internally wherever possible. We are keen to utilize our talent and provide career opportunities for growth and development aligning with the business aspirations for growth, operational excellence and exceeding stakeholder expectations.

We are therefore delighted that you are looking to further develop your career with DP World. Please do ensure that prior to applying to any internal vacancy you have understood the Internal Transfer Policy relevant for your region. It is best practice to ensure that your Line Manager is aware that you are exploring internal opportunities. At the time of interview, you may be asked to demonstrate their acknowledgment.

The Freight Forwarding Operations and Customer Service Agent will build and maintain strong relationships with key customers, addressing their concerns, resolving issues, and ensuring their satisfaction. Continuously assess customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

Location: Jamaica Bay, NY

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 to the transportation files
Provide clients with complete Flight/Sailing details in order to ensure proper flow in information is guaranteed
Liaise with Airlines/Ocean lines in order to procure the best possible solutions (capacity and cost) to be utilized upon execution of transportation files
Liaise with DPW internal Network and external Partner Agents in order 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 your fellow Operations colleagues to ensure proper support is given in case of workflow overload

QUALIFICATIONS, EXPERIENCE AND SKILLS

At least 3 years of relevant and recent experience in Freight Forwarding Operations and Customer Service
Graduate in any field
Freight Forwarding experience is mandatory

Please note: This position does not offer sponsorship for employment visas. Applicants must be legally authorized to work in the United States without sponsorship now or in the future.

Recommendations and referrals of external applicants are encouraged and appreciated. Their applications will be considered once all internal applications have been reviewed and closed. External applications can be made through the Careers section of our global website at www.dpworld.com.

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 welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

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.

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.

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.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

The DP World family comprises of syncreon, Imperial and P&O.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City
Job Segment: Logistics, Supply Chain, Operations Manager, Supply, Operations

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