Customer Service Agent, Lead
DSVIf you are a current DSV employee and interested in a position in another country,please contact your Human Resource representative to discuss the process and requirements of applying. Job area: Customer Service FRAUD ALERT: Please note that DSV will never request a chat interview or solicit funds from applicants or employees through its interviewing and hiring process. We do not require any form of payment and will not ask for personal financial information, such as credit card or bank account number. Our recruiters have an @dsv.com or @us.dsv.com email address. If you question the legitimacy of any DSV job posting, please reach out to HR@us.dsv.com . DSV – Global transport and logistics What moves you? At DSV, we move more than goods. We move careers, ambitions and opportunities. With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running. Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team. Start here. Go anywhere This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it. If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be. Visit dsv.com #StartHereGoAnywhere #LifeAtDSV Location: USA - VIRTUAL - US Arizona Division: Solutions Job Posting Title: Customer Service Agent, Lead - 129873 Time Type: Full Time POSITION SUMMARY Responsible for providing and maintaining effective customer service and satisfaction; providing information to resolve customer shipment related issues; interact with management and warehouse personnel to establish service criteria and meet customer requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES Assist customers with requests and requirements pertaining to pick-up and deliveries, tracing shipments, POD information Interact with management and warehouse personnel to establish service criteria and meet customer requirements Follow up with customers and other departments to resolve invoice problems and discrepancies Communicate with customers, coworkers, and other departments to facilitate the movement of freight and associated paperwork that require special handling Accurately input into and retrieve information from the system Identify root causes of recurring customer issues and work with internal teams to implement corrective and preventive actions. Reconcile driver pickup and delivery manifests Ensure customers are educated on services, features, benefits, and value propositions. Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement. Read, decode, and decipher freight coding in order to expedite freight movement and tracking process Record damaged shipments and misrouted freight on applicable reports Be able to build/pull reports from our system Collaborate closely with warehouse operations, logistics, and sales teams to coordinate customer orders, inventory availability, and shipping schedules. Using Pulled data to create and publish new reports to help meet client goals. Help supervisors train agents and act as the first line of escalation/support REQUIRED SKILLS & COMPETENCIES This is a specialist level Proficient with Windows OS, Word, and MS Office Suite. Intermediate demonstrable proficiency with Excel (basic formulas and charts). Must be able to type 45 WPM. Strong leadership and interpersonal skills, with the ability to effectively communicate with staff, customers, and o…