As Customer Services Representative you will work as part of the syncreon Control Tower customer services team, based in Limerick Ireland. You will liaise with management, internal support teams and warehouse operations within syncreon – along with key account customer staff and our 3rd party carriers in managing day to day customer support activities.  You will be handling complex queries and focussing on driving high levels of customer satisfaction.

In this role you will provide customer support ensuring all process, system, carrier, and other issues impacting customer shipments and delivery performance are resolved per agreed SLA’s.

• 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.

• 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.

syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.