DP World are looking for a Customer Services Supervisor to be responsible for all customer service issues within a 3PL environment, ensuring excellent service delivery to customers within a multi site operation. The role acts as the key link between customers, warehouse operations, transport teams, and internal systems to ensure orders, inventory, and customer queries are handled accurately and on time. This position will be based on site in our brand new multi-user operation on Segro Park in Coventry.
About the role
- Act as the primary escalation point for customer queries, service failures and complex issues.
- Build and maintain strong relationships with key customer contacts.
- Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved.
- Monitor customer feedback and implement continuous service improvements.
- Lead, coach and develop a team of Customer Service Representatives.
- Allocate daily workloads and manage team resources to meet operational requirements.
- Conduct regular one-to-one meetings, performance reviews and support individual development plans.
- Foster a positive, customer-focused, high-performance culture.
- Work closely with Warehouse, Transport and other internal departments to resolve order, stock and delivery issues.
- Support inbound, outbound, returns and exception management processes.
- Ensure accurate order processing, inventory updates and system transactions.
- Ensure the effective use of Warehouse Management Systems (WMS), Transport Management Systems (TMS), customer portals and SharePoint.
- Monitor order accuracy, delivery performance and stock discrepancies.
- Produce customer service reports and performance summaries.
- Ensure compliance with company procedures and customer operating procedures.
- Support customer reviews, audits and operational meetings.
- Promote Health & Safety, data protection and best practice across the team.
- Identify opportunities to improve processes and customer service performance.
Your Key Skills
- Proven experience within a customer service role in a 3PL or logistics environment or strong Inventory/problem solving role within Warehouse/3PL
- Strong understanding of warehouse and transport operations.
- Excellent communication and stakeholder management skills.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Knowledge of WMS/TMS platforms such as WiaB, Manhattan, Blue Yonder or SAP
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.
