(senior) Inbound Customer Service Agent

Overview

The Lead Logistics Operations and Customer Service role at

DP World

is responsible for managing the end-to-end customer experience for Europe export clients within the Order Management domain. This includes ensuring the smooth flow of goods, information, and documentation across all touchpoints. The position supports customer operations, optimizes service delivery, and fulfills contractual obligations as outlined in customer Standard Operating Procedures. Key tasks involve coordinating order bookings with shippers and service providers (including DPW EUR offices), proactively handling issues and exceptions, managing carrier allocations, consolidating and planning shipments, and submitting accurate data into Order Management Information Systems. The role also includes collecting and validating cargo receipts and documentation from forwarders to ensure compliance and operational efficiency.

Responsibilities

Act as the first point of contact for customers, suppliers, and other supply chain stakeholders during day-to-day business

Liaise with shipment origin and destination stakeholders to ensure timely collection and delivery

Provide required pre-alert information to involved stakeholders

Address and resolve internal and/or customer inquiries (Issue Resolution)

Manage and coordinate bookings with carriers/freight forwarders

Monitor shipment documentation and milestones, including AMS, VGM, and ISF submission

Accurately input, update, and maintain customer information in internal systems

Gather internal and/or customer feedback to support service and process improvements

What You Will Bring

Bachelor’s degree or professional education in logistics or a related field

2–5 years of relevant experience in freight forwarding or international shipping

Strong communication skills with a service-oriented mindset

Ability to build and maintain external and internal relationships

Capability to explain logistics requirements and workflows clearly

General understanding of supply chain management and logistics processes

Systematic approach to daily tasks and structured customer support

Proficiency with operational tools such as Transport Management Systems (TMS). Familiarity with Infor Nexus is advantageous

Strong command of English; additional EU languages are a plus

Proficiency in MS Office (Excel, Power Point, Word, Outlook)

Details

Seniority level: Entry level

Employment type: Full-time

Job function: Management and Manufacturing

Industries: Transportation, Logistics, Supply Chain and Storage