Back to search results Control Tower Representative Location Limerick, Limerick Category Customer Service - Helpdesk Job type Permanent External Reference JN-092020-142009 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. You will be primarily responsible for: 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 & customer teams and tracked through to resolution.Compiling, reviewing and actioning reporting suites for our key account customer and 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 TMS system per required customer & carrier customised reporting requirements.Participating in control tower / customer projects.Being the voice of the customer. Job Knowledge RequiredFluency 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 periodsExperience in carrier network management.Adecco Ireland is acting as an Employment Agency in relation to this vacancy. Please apply with your CV to: rebecca power MoreInformation × QA.Fillout.Fields Control Tower Representative Limerick , Limerick - Permanent QA.First.Name* QA.FirstName.Required QA.Last.Name* QA.Lastname.Required QA.Phone* QA.Phone.Required QA.Checkbox QA.Email* QA.Email.Required QA.Zipcode* QA.Zip.Required × QA.Application.Submitted QA.Thank.Apply QA.Keep.Track QA.Create QA.Login Apply on the go? Check out the My Adecco app!