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.