Customer Service Agent, Freight Operations, Road US

At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society. Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services.

As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy.  and follow us onLinked Inand Facebook .

Location
:
Lancaster, TX

Division
:
Road US
Job Posting Title
:
Customer Service Agent, Freight Operations
Time Type
:
Full Time, Hourly

Summary

The Customer Service Agent, Freight Operations supports the day-to-day execution of freight brokerage operations by coordinating shipments, monitoring freight movement, and providing timely and accurate communication to customers, carriers, and internal teams. This position serves as a key point of contact throughout the shipment lifecycle and works closely with Brokerage Operations, Carrier Sales, and Account Management to ensure customer requirements are met and service issues are resolved quickly and effectively.

Duties & Responsibilities

• Supports daily freight brokerage operations, including shipment coordination, tracking, tracing, and customer communication.
• Monitors shipments from pickup through delivery to ensure service requirements and customer expectations are met.
• Provides timely and accurate shipment status updates to customers and internal stakeholders.
• Coordinates with carriers and internal teams regarding pickup and delivery appointments, shipment requirements, delays, and other operational needs.
• Provides tracking, tracing, and Proof of Delivery (POD) support as required.
• Proactively identifies potential service disruptions and communicates issues to appropriate stakeholders.
• Assists in resolving shipment exceptions, delays, missed appointments, and other service-related issues quickly and efficiently.
• Responds to internal customer inquiries and provides accurate information regarding shipment status and freight movement.
• Captures, enters, maintains, and reports shipment and customer data accurately within applicable transportation systems.
• Ensures shipment records, notes, documentation, and status information are complete and up to date.
• Prepares and distributes weekly, monthly, quarterly, and ad hoc operational and customer reports
• Supports Brokerage Operations, Account Management, and Carrier Sales with daily activities and customer requirements.
• Prepares, maintains, and updates Standard Operating Procedures (SOPs) as assigned.
• Supports customer implementations and operational transitions as needed.
• Maintains a high level of customer service while balancing multiple operational priorities in a fast-paced freight environment.
• Perform other duties, projects, and responsibilities as assigned.

Qualifications & Experience

• High school diploma or equivalent required.
• Minimum of two (2) years of experience in logistics, transportation, freight brokerage, customer service, or a related field preferred.
• Experience supporting transportation or freight operations preferred.
• Strong customer service and problem-solving skills.
• Strong verbal and written communication skills with the ability to communicate effectively with customers, carriers, and internal stakeholders.
• Ability to prioritize and manage multiple shipments, customer requests, and operational issues simultaneously.
• Strong attention to detail with a commitment to maintaining accurate and complete information.
• Strong organizational and time-management skills.
• Ability to identify operational or service issues and take appropriate action or elevate when necessary.
• Ability to work independently while effectively collaborating within a team environment.
• Ability to work effectively in a fast-paced, deadline-driven transportation environment.
• Ability to adapt to changing priorities and operational requirements.
• Proficient typing and general computer skills.
• Proficiency with Microsoft Office…