DP World
Customer Services Supervisor
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Customer Services Supervisor DP World, Segro Park, Coventry
DP World are seeking a Customer Services Supervisor to lead customer service operations within a 3PL (Third-Party Logistics) environment, ensuring seamless service delivery across multi-site operations. This role serves as the central link between customers, warehouse teams, transport departments, and internal systems to resolve orders, inventory issues, and customer queries efficiently and accurately.
About the Role
Key Responsibilities:
- Act as the primary escalation point for customer queries, service failures, and complex operational issues.
- Build and maintain strong, trusted relationships with key customer contacts.
- Ensure Service Level Agreements (SLAs) and KPIs are consistently met.
- Monitor and act on customer feedback to drive continuous service improvement.
- Lead, coach, and develop a team of Customer Service Representatives through:
- Workload allocation and resource management.
- Regular one-to-one meetings, performance reviews, and development plans.
- Foster a customer-focused, high-performance culture.
- Collaborate with Warehouse, Transport, and internal departments to resolve:
- Order, inventory, and delivery disputes.
- Returns and exception management processes.
- Ensure accurate record-keeping in:
- Warehouse Management Systems (WMS).
- Transport Management Systems (TMS).
- Customer portals and SharePoint.
- Monitor critical metrics:
- Order accuracy.
- Delivery performance.
- Stock discrepancies.
- Generate and analyze customer service reports and performance summaries.
- Ensure compliance with internal procedures and customer operating standards.
- Support customer reviews, audits, and operational meetings.
- Promote Health & Safety compliance, data protection, and best practices across the team.
- Identify opportunities to streamline processes and enhance customer service performance.
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Your Key Skills & Experience
Proven experience in:
- A customer service, 3PL, or logistics environment (preferably in warehouse operations).
- Inventory, problem-solving, or operational management within Warehouse/3PL.
- Warehouse and transport operations. Soft Skills:
- Exceptional communication and stakeholder management.
- Strong problem-solving and prioritization in fast-paced environments.
- Ability to manage multiple priorities effectively.
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Technical Proficiency:
- Knowledge of WMS/TMS platforms, including:
- WiaB, Manhattan, Blue Yonder, or SAP.
- Customer portals and collaborative tools (e.g. SharePoint).
Compensation & Offer
- Market-competitive salary and benefits package.
- Careers with DP World offer growth opportunities in a dynamic, international organization.
- Informal yet professional company culture with transparent development pathways.
About DP World
DP World exists to transform global trade into a seamless, efficient experience. As a leading global infrastructure and logistics provider, we empower over 103,000 employees across 75 countries to deliver smarter supply chain solutions. Through innovation and smart technology—from automated warehouses to AI-driven logistics—we’re redefining how the world trades.
Our brands include syncreon, Imperial Logistics, and P&O Logistic, and our mission is simple: To make trade flow better.
Join DP World—where trade unlocks new possibilities. WE MAKE TRADE FLOW TO CHANGE WHAT’S POSSIBLE FOR EVERYONE #LI-DO1
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