Customer Service Officer needed at DP World

Job Function

• The Customer Service Officer (Tracking) is responsible for ensuring excellent customer service by providing real-time updates on the status of shipments and deliveries. This role involves monitoring the movement of goods, handling inquiries, resolving issues, and communicating with both internal teams and customers. The officer plays a critical role in ensuring that clients are informed about their shipments, enhancing customer satisfaction and operational efficiency.

Key Performance Areas:

• Technical Proficiency: Familiarity with transport management systems (TMS), GPS tracking software, and Microsoft Office applications.
• Communication Skills: Strong verbal and written communication skills for effectively interacting with customers, drivers, and internal teams.
• Problem-Solving: Ability to troubleshoot issues with shipments and provide quick, practical solutions.
• Attention to Detail: Strong focus on accuracy in updating tracking information and reporting.
• Time Management: Ability to prioritize and handle multiple tasks under pressure in a fast-paced environment.
• Track the movement of shipments and vehicles using GPS systems, transport management software, and other tracking tools.
• Provide real-time updates to customers regarding the status of their deliveries, estimated times of arrival (ETAs), and any delays or changes in the schedule.
• Ensure that all shipments are delivered within the agreed time frames and escalate any potential delays or issues to the relevant teams.
• Respond to customer inquiries and requests via phone, email, and other communication channels in a timely and professional manner.
• Proactively communicate with customers about any delays, route changes, or unexpected issues, and offer solutions to mitigate inconvenience.
• Maintain clear and open communication with drivers, dispatchers, and logistics teams to relay information between customers and operations.
• Address and resolve customer complaints or concerns related to tracking, deliveries, and logistics.
• Investigate issues such as late deliveries, damaged goods, or routing errors, and collaborate with the logistics and operations teams to find effective solutions.
• Follow up on unresolved issues to ensure customer satisfaction and operational improvement.
• Input and update tracking information into the system, ensuring data is accurate and up-to-date.
• Generate daily, weekly, and monthly tracking reports for internal use, analyzing performance trends and identifying potential improvements in delivery times and accuracy.
• Assist in maintaining a database of delivery records, customer information, and tracking logs.
• Work closely with the operations, logistics, and dispatch teams to ensure smooth coordination of deliveries and customer updates.
• Collaborate with the fleet management team to ensure that vehicles are properly maintained and operating within guidelines.
• Provide feedback to management on operational bottlenecks or recurring customer issues for process improvements
• Ensure all tracking operations comply with company policies and safety standards.
• Report any vehicle malfunctions or safety concerns to the relevant teams to prevent delivery delays and maintain fleet efficiency.

Qualifications Required:

• Bachelors in, Transportation, Business Administration, or related field.

Experience and Skills Required:

• 2 – 3 years’ experience in related industry.
• Previous experience in customer service, preferably within a transport and logistics environment.
• Experience in tracking systems (GPS, TMS, or similar) and providing real-time updates to customers is a plus