DP World · 4 months ago
Freight Forwarding Operations & Customer Service Agent
Long Beach, CA
Full-time
Onsite
Mid Level
$60K/yr - $68K/yr
3+ years expDP World is the leading provider of worldwide smart end-to-end supply chain & logistics solutions. The Freight Forwarding Operations and Customer Service Agent will build and maintain strong relationships with key customers, addressing their concerns and ensuring their satisfaction while continuously assessing customer needs and market trends to enhance service offerings.
GovernmentLogisticsMarine TransportationSupply Chain ManagementTrading Platform
Responsibilities
Manage file creation and all services associated with freight forwarding and logistics
Assist with account start-up; liaison with sales to ensure required documentation/information needed for the SOP are provided
Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
Assist clients in their day-by-day requests related to export/import documentation in order to ensure proper execution to the transportation files
Provide clients with complete Flight/Sailing details in order to ensure proper flow in information is guaranteed
Liaise with Airlines/Ocean lines in order to procure the best possible solutions (capacity and cost) to be utilized upon execution of transportation files
Liaise with DPW internal Network and external Partner Agents in order to guarantee the best possible service assistance
Act quickly upon possible emergency situations that may arise within the life of an Air/Ocean file
Network with your fellow Operations colleagues to ensure proper support is given in case of workflow overload
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
Qualification
Required
Graduate in any field
At least 3 years of relevant and recent experience in Freight Forwarding Operations and customer service
Freight Forwarding experience is mandatory
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
Company
DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$100M2024-12-19Debt Financing· $100M
Leadership Team
F
Fahad AlBanna
CEO of DP World Tartus
Rizwan Soomar
CEO & MD, North Africa and Subcontinent
Recent News
2026-01-20
GlobeNewswire
2026-01-15
2026-01-07
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