Senior Executive - Customer Service

Job Description Key responsibilities

• Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant DPW & customer teams and tracked through to resolution.
• Compiling, reviewing and actioning reporting suites for our key account customer and DPW 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 includes 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 includes compiling and managing all billing activities for all carrier and customer transactions.
• Providing daily/weekly/monthly reporting suite from the DPW TMS system per required customer & carrier customised reporting requirements.
• Participating in DPW control tower / customer projects.
• Being the voice of the customer.