Customer Service Representative

Your Role

As a Customer Service Representative will be part of a highly dedicated and professional team, which is responsible for delivering the highest quality of service to an internationally dedicated client base. The main purpose of your role is be responsible for the whole customer order acceptance linked with administrative activities and for meeting and exceeding service expectations as set by customer.

Key Responsibilities

You will play an active part in the company's commercial development.. Next to this you will have the following tasks:

• Accurately input booking information into the operating system in a timely manner, ensuring that data is consistently updated throughout the day. Proactively address operational challenges on behalf of the customer and take necessary actions when company standards are not met.
• Ensure compliance with all requirements related to hazardous loads and associated documentation.
• Cultivate and maintain positive relationships with a dedicated customer base, fostering strong rapport and open communication.
• Record and apply all customer agreements, including rates, fuel agreements, and invoicing terms.
• Keep Planners informed about orders and their respective priority levels to facilitate smooth operations.
• Take a proactive approach to problem-solving, addressing potential issues that may lead to customer dissatisfaction, such as service level failures or delays.
• Communicate regularly with customers regarding developments related to deliveries and collections, including any changes to service levels, delays, or additional costs.
• Manage and resolve all queries related to incidents, such as refused loads or damages, in accordance with company standards.
• Handle and resolve invoice queries promptly, ensuring that credit notes and requests for information (RFIs) are minimized.
• Generate consignment statistics and key performance indicators (KPIs) as needed.
• Assist the Supervisor of Customer Service in achieving commercial policy expectations and departmental objectives.
• Collaborate closely with other departments, such as Shipping, Sales, Traffic, and other POFM offices, to meet customer requirements effectively.
• Promote the organization positively and effectively to all stakeholders.

Your profile 

• Good command of English and Dutch language and preferable another European language
• Good IT knowledge
• Topographical knowledge
• Minimum MBO level
• Affinity with logistics and transport throughout Europe with 2 years of experience in a similar position
• Good knowledge of MS Office packages
• Team work, accuracy

Who are we

We are P&O Ferrymasters, and we work with some of the largest companies in the world to make sure that their goods get to where they need to on time and efficiently. We have locations across Europe and the Northern Mediterranean and our routes cover road, rail, and sea.

We operate from over 20 locations in 13 countries and work with some of the best-known global household names. We are a part of DP World who are one of the largest global logistics companies in the world; creating opportunities and improving lives worldwide. With over 113,000 employees spanning 78 countries, DP World combines global infrastructure with local expertise to build efficient, end-to-end supply chain solutions. Through continuous investment in innovation and cutting-edge technology, DP World is leading the logistics sector towards more streamlined and resilient trade, minimizing disruptions from the factory floor to the customer’s door.

We offer

P&O Ferrymasters offers a competitive package in line with the seniority of the position. Salary will be dependent on experience of the successful candidate.

• 13th-month salary
• 28 vacation days
• Attractive pension scheme
• P&O Ferries travel concessions
• Employee Assistance Scheme
• Employee wellbeing programme
• Opportunities for personal and professional training and development
• We offer access to GoodHabitz training courses, including:
  • Effective Communication
  • Project Management
  • Time Management
• Friendly team, supportive and professional managers
• Flexible working environment where humour is important
• We like to party now and then, therefore we have a dedicated team that organises Christmas Parties and Summer Events.

As part of the DP World group, P&O Ferrymasters offers a diverse, inclusive, and dynamic workplace, where you’ll collaborate with a global team committed to innovation and excellence in logistics and trade. We’re here to support your growth and professional journey every step of the way.

Time to act!