Job Description

We have an exciting opportunity for a Control Tower Specialist to join our operations team based in Coleshill.


In this role, you will provide first-line support for retailer and importer queries, ensuring timely and accurate resolution of order, delivery, and claims-related issues. You will play a key role in supporting global customer service teams, coordinating transport activity, and maintaining high standards of service, compliance, and data accuracy across the supply chain.

About the role

Act as the first point of contact for inbound retailer and importer queries relating to orders, deliveries, claims, and returns. Respond to customer queries within agreed service level agreements, including a two-hour response time. Support global customer service teams with order status updates, delivery enquiries, and issue resolution. Perform material availability checks and assist with order-related investigations. Investigate and process claims and returns in line with customer policies and procedures. Coordinate product inspection requests and provide clear, timely feedback to relevant stakeholders. Escalate unresolved or complex issues to the Customer Services Manager, ensuring appropriate handover and tracking. Maintain accurate records and documentation in line with reporting, audit, and compliance requirements. Book consignments across all transport modes using customer-designated carriers. Track late or at-risk shipments and follow up with carriers and internal teams to support on-time delivery. Support compliance checks for ADR, IATA, and other applicable transport regulations. Prepare, review, and verify shipping documentation in line with origin and destination requirements. Assist with invoice validation and flag discrepancies for investigation and resolution. Contribute to continuous improvement initiatives within the control tower and customer service functions.

Your Key Skills

Secondary education or equivalent qualifications. A minimum of two years' experience in a customer service, logistics, or supply chain support role. Familiarity with transport operations and end-to-end supply chain processes. Strong communication and interpersonal skills, with the ability to engage effectively with internal and external stakeholders. Ability to manage multiple queries and priorities in a fast-paced environment. Basic proficiency in Microsoft Office applications and transport management systems. Strong problem-solving capability with a high level of attention to detail. Fluency in English is essential; additional language capability in French, Chinese, Korean, or Japanese would be an advantage. Customer-focused mindset with a commitment to service quality. Proactive, reliable, and accountable approach to work. Strong team orientation with the ability to collaborate effectively. Comfortable working in a dynamic, operational environment.

Compensation

DP World 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 DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.


With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.


We're rapidly transforming and integrating our businesses - Ports and Terminals, Marine Services, Logistics and Technology - and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.


What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.


WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE

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