Customer Service Manager - Order Management
About the role
The role of the Customer Service Manager is to be at the forefront of the customer service process, ensuring that the customers of DP World within the domain of Order Management are satisfied. This role is to provide superb customer experience by leading and motivating the customer service team, developing customers loyalty, and creating customer satisfaction goals. You and your team will be the first point of contact for all our customers and the builder of the customer retention rate.
The prime accountabilities of your team consist of supporting customer operations, optimizing customer experience and committing to the agreed contractual requirements for transportation, costs, sustainability and legal compliance. This includes managing order bookings with shippers and service providers, proactively escalating issues and out of standard operations, managing carrier allocations with carrier vendors, consolidating and planning shipment operations, submitting all necessary data on Order Management Information Systems, collecting and validating (freight) cargo receipts and documentation. Initial focus of the role is European-wide export operations.
How you will contribute
- Supervising day-to-day operations in the Order Management customer service department.
- Focusing on solving customer (short-term) problems when they arise.
- Driving new customer implementation projects as well as customer volume and service expansions.
- Responding to customer service issues in a timely and emphatic manner that keeps customers’ needs at the forefront of every interaction.
- Creating effective customer service procedures, policies, and standards.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Hiring and training new order management customer service agents.
- Managing the approved budget of the customer service department.
- Managing customer service software.
- Support commercial growth initiatives.
- Staying informed on the latest industry techniques and methods.
- Responsible for the management and leadership of an engaged team, promoting collaboration and ensuring that each is developed and evaluated against goals and
- objectives which are aligned, specific, measurable, attainable yet challenging, realistic and time bound.
- Act as an ambassador for DP World at all times when working; promoting and demonstrating positive behaviours in harmony with DP World’s Principles, values and
- culture; ensuring the highest level of safety is applied in all activities; understanding and following DP World’s Code of Conduct and Ethics policies
- Perform other related duties as assigned
What you will bring
- Bachelor’s degree or professional education within logistics
- Exceptional interpersonal and communication skills. Ability to maintain strong client relationships. Outstanding written and verbal communication skills.
- Excellent leadership and interpersonal skills.
- High learning agility.
- Market knowledge. Advanced knowledge of customer service management strategies. Good understanding of management practices and techniques.
- Order Management savviness. Strong knowledge and understanding of market needs and tools
- 5+ years of successful proven experience in a customer service position in the 3PL / 4PL industry in Europe
- Previous experience as a customer service leader within this industry
- Preferable with experience with customers in the retail / fashion / lifestyle industry
- Ability to communicate effectively with a service-oriented mind-set and build external / internal relationships
- Open mind, flexibility and willing to work under pressure
- Good Written/Verbal Command in English, multiple EU Languages
- Proficiency in MS Office (Excel, Powerpoint, Word, Outlook)
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