Customer Service Representative (NE)

DP World is growing, and we need motivated and reliable Supplier Compliance Specialists-Lead in Kansas City, MO!The ideal candidate is fast learning, quick thinking and reliable. When you join our team, you will have the opportunity to participate in training for the necessary skills and experiences that will change your career!

What DP World offers you

• Free snacks and drinks.
• Competitive medical, dental, vision and 401K benefits.
• Career growth – opportunity doesn’t stop once you are in the door.
• Competitive vacation and PTO plans.
• Safe workplace, team environment, and management who cares!

SUMMARY OF THE POSITION

How you will contribute:

• Document installation progress and update asset management systems.
• Coordinate efficient operation of the department and ensure procedures are documented and followed.
• Assist with monitoring daily KPI’s, Quality Metrics, & productivity administration is completed accurately and on time.
• Liaison with all operational departments to ensure smooth workflow & maximum synergy.
• Follow detailed deployment instructions, technical diagrams, and build sheets.
• Perform basic hardware diagnostics and troubleshooting (e.g., verifying connections and equipment status LEDs).
• Assist with planning and participating in the warehouse operations and activities.
• Responsible for assisting with training, development, and execution of supplier and customer policies and procedures.
• Administer all reports and documentation relative to assigned processes.
• Ensure that all supplier & shippers comply to the customer quality standards, compliance, and expectation according to the SOP
• Assist with research and reconcile any exception inventory discrepancies.
• Process order set up via preferred internal system to include but not limited to EDI feeds or manual creation.
• Assist Supervisor with the update of the Inbound Supplier Tier Audit Process chart.
• Work with the Operations team to review operational requirements and ensure adherence to all standard operating procedures.
• Assist Supervisor with quality audits and multiple audit functions, including but not limited to, container audits, package audits, material audits and
• Identify process opportunities to increase productivity and reduce processing failures to promote high quality processing.
• Constructively observe processes and procedures to provide feedback.
• Other duties as assigned to the supplier compliance team.

Your Key Qualifications

• High school diploma required; knowledge of quality standards (ISO9001, 14001, 45001) a plus.
• Strong verbal and written communication, analytical, and organizational skills.

Preferred Qualifications

• 3-5 years’ experience in a B2B service-related position.
• 2-3 years’ Quality Assurance.
• Experience as an Auditor in a Logistics and/or Manufacturing environment.
• Experience working within a Data Center

Quality & Safety Requirements

Quality

• Conform to the processes and requirements of our integrated management system.
• Achieve effectiveness of our integrated management system by following the Quality Policy and meeting company objectives.

Safety

• Work to be compliant with the company environmental, health and safety standards and rules

Shift:

• 1A: Monday – Thursday, 6:00 AM – 4:30 PM
• 2B: Thursday – Sunday, 3:30 PM – 2:00 AM
• 3A: Monday – Thursday, 10:30 PM – 8:00 AM

These shift schedules are subject to change depending on the customer’s workload

About the Role

The Customer Service Representative is a compliance and quality driven role specializing in identifying root cause, following up on key iniatitives, and owning the relationships between us and the customer. The best candidates will come from a quality assurance background, have a basic understanding of ISO 9001, prior ticketing system expeirnece, and strong communication skills.

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 Data

We are currently hiring for 2nd and 3rd shift.

• 2nd Shift: Monday - Friday 3:00 PM - Midnight
• 3rd Shift: Sunday - Thursday 11:00 PM - 8:00 AM

Starting Wage: $26.00 per hour

• 2nd Shift Differential: $1.00
• 3rd Shift Differential: $1.50

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.