SKILLS & EXPERIENCE:

• 1-2 years’ experience in a fast paced environment, logistics experience a distinct advantage
• Proficient in Microsoft Office essential with excellent organisational and administration skills desirable
• Customer focused with excellent interpersonal skills and the ability to diffuse difficult situations.
• Enthusiastic, committed, driven and contributes to team success.
• High attention to detail and a methodical approach to tasks.
• Flexibility with a positive outlook, willingness to learn and adapts to fast paces and dynamic environment.
• Proven ability to build effective relationships with customers and colleagues.
• Strong communication (written and verbal) with a commitment to providing an outstanding customer experience.
• Professional telephone manner with the ability to adjust and manage your style depending on the situation.
• Good problem solving and decision making skills.
• Ability to respond positively to any change and adjust quickly and effectively

PURPOSE OF THE ROLE:

We have an exciting opportunity for a Customer Service Representative to join our Contract Logistics Team in Dachser, Rathcoole. This is a key role to provide a first-class service to our internal and external customers and build strong professional relationships with multiple stakeholders. The role is a unique link between our customers, sales and operations and is a part of a larger team to ensure we consistently achieve a quality service to our customers.

KEY RESPONSIBILITIES:

• Meeting customer expectations, ensuring a first class service to our customers with a positive attitude.
• Achieve prompt and professional response times to all customer queries via phone, email and Active Reports with a focus on first time resolutions.
• Ability to work outside the box and taking extra steps to resolve the issue .
• Develop, Strengthen and maintain customers’ working professional relationships.
• Maintain and develop a collaborative approach with work colleagues across all areas of the business.
• Improve and maintain excellent communication with other departments and within the department with the colleagues from operations.
• Preparation and processing of documentation for collections and deliveries.
• Order processing, data / EDI entry of customers’ orders in accordance with agreed timelines.
• Inbounds processing, manual / EDI transactions including returns in accordance with SOPs
• Run and monitor daily reports to maintain and resolve shipment discrepancies with a customer focused solution.
• Issue Active Report to customers when there is a discrepancy with our transport service.
• Run and process warehousing related reports for internal use as well as for external use on customer’s request.
• Process and report monthly KPI & OTIF reports in accordance with customers’ SOPs
• Process and report stock related complaints.
• Communicate effectively with focus on de-escalate approach, ensuring customers are satisfied and feeling heard and understood.
• Accurately identifying all inbound and out bound related value added services charges, 2nd delivery charges and all additional costs that may occur on a daily basis in line with rate cards and contract.
• Maximise revenue by upselling excellent service that DACHSER can provide.