Supervisor Customer Service

Your Role

As a Supervisor Customer Service you will be part of a highly dedicated and professional commercial team, which is responsible for retaining as well as growing P&O Ferrymasters customer base across Europe. As Supervisor Customer Service, you will oversee customer bookings, act as a key liaison for a dedicated client base and ensure service excellence while identifying opportunities to enhance revenue.

Key Responsibilities

You will play an active part in the company's commercial development and contribute through innovative ideas for business development across the company's entire product range. Next to this you will have the following tasks:

• Supervise customer service activities, ensuring service levels meet daily standards.
• Oversee order capture procedures, ensuring bookings and deliveries are processed promptly and operational issues are resolved.
• Safeguard data quality of customer orders.
• Build and maintain constructive relationships with a dedicated customer base, fostering strong rapport.
• Ensure customer agreements (e.g., rates, fuel, invoices) are drafted, discussed, and adhered to.
• Collaborate with Planners to prioritize and manage orders effectively.
• Monitor compliance with pre-agreed service requirements and address deviations proactively.
• Resolve service-level issues to prevent customer dissatisfaction, including delays or failures.
• Keep customers informed of order developments and manage incident-related queries (e.g., refused loads, damages) according to standards.
• Minimize invoice queries and ensure timely handling of credit notes or RFIs.
• Communicate new or updated customer requirements clearly within the Customer Service team.
• Produce and oversee the preparation of reports and statistical information for internal and external use.
• Train and support Customer Service staff in system usage and operational procedures.
• Deliver weekly performance reports to the Customer Service Manager.
• Support the Customer Services Manager in achieving departmental objectives and enhancing key accounts.

Your profile 

• Good command of English language and another European language
• Topographical knowledge
• Affinity with logistics and transport throughout Europe
• Good knowledge of MS Office packages
• Vast experience in Transport (5+ years)
• Educated to a minimum of Bachelor level or equivalent, preferably in logistics
• Teamwork, 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
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• 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!