[Hiring] Customer Service Agent, Lead @DSV

Role Description

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.

• 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.

Qualifications

• High school diploma or equivalent required.
• Associate's or bachelor's degree in logistics, supply chain management, or a related field preferred.
• At least 3-5 years of experience in a warehouse or logistics environment, with at least 1-2 years in a supervisory or leadership role.
• Experience with inventory management, shipping and receiving, and order fulfillment.

Requirements

• 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 other stakeholders.
• Solid understanding of warehouse operations, inventory management, and logistics processes.
• Attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical skills.

Benefits

• For this position, the expected base pay range is $23.77 – $29.71 Hourly.
• Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.
• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.
• Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.