Customer Service Representative

As Customer Services Support you will work as part of the syncreon Control Tower customer services team. 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 your role, you will provide customer services support ensuring all processes, systems, carriers, and other issues impacting customer shipments and delivery performance are resolved per agreed SLA’s.

**You will be primarily responsible for**:

- Carrier management including tracking open customer orders through to delivery/return/claim and actioning exceptions as they arise
- Carrier performance reporting versus KPI’s and actioning trends for root cause & corrective actions
- Actioning customer complaints received ensuring that detailed and accurate root cause/corrective actions are implemented, formally documented and submitted to the customer
- Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant syncreon & customer teams
- Compiling, reviewing and actioning reporting suites for our key account customer and syncreon business per KPI requirements
- Participating in weekly carrier & customer task meetings
- Self-billing including compiling and managing all billing activities for all carrier and customer transactions
- Providing daily/weekly/monthly reporting suites from the syncreon TMS system per required customer & carrier customised reporting requirements
- Participating in syncreon control tower & customer projects
- Be the voice of the customer

**Your Key Qualifications**:

- Fluency in English and German is required
- 2 years work experience in a high-tech customer services and logistics environment
- Excellent knowledge of the Microsoft Office suite, in particular, Excel for pivot tables and V look up’s
- Responsiveness in dealing with Customer requests
- Excellent interpersonal skills
- Ability to work as part of a team and assist other team members in busy peak times
- Experience in carrier network operations

At syncreon we are fully committed to the health and safety of our employees. We have full prevention and mitigation processes in place, including cleaning and sanitization practices, as well as screenings, masks and social distancing. syncreon complies with national, state and local orders.

**Compensation**
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.

**About syncreon**
At syncreon, we partner with customers, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon to provide specialized logistics, operational excellence and value added solutions in: Fulfillment, eCommerce & Value-Add Solutions, Manufacturing Support & Assembly Services, Export Packing, Transportation Management and Reverse, Repair & Service Parts.

We specialize in the design and operation of supply chain solutions for Automotive, Technology, Consumer Home Products, Industrial, Healthcare & MedTech companies. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities.

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