Senior Executive - Customer Service - Contract Logistics

•    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.