Customer Service Supervisor

DSV – Global transport and logistics. In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world’s 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers’ entire supply chain by transporting, storing, packaging, re‑packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world.

Location: USA – Pflugerville, 600 New Meister Ln

Division: Solutions

Job Posting

Title:

Customer Service Supervisor

Time Type: Full Time

Responsible for coordinating activities of various types of service agents providing customer support services.

• Supervise and develop customer service agents, specialists, and coordinators; develop, motivate and supervise a world‑class customer service team.
• Answer questions about services.
• Enter key information into the computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs; audit, research, report, and resolve customer service issues.
• Assist with maintaining database regarding call volumes and staffing; suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data.
• Monitor productivity of agents and generate reports.
• Monitor ACD data to monitor the length of time customers remain on hold; assist with corrective action to reduce hold time and increase customer satisfaction.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards; check department work accuracy for errors; provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Study and standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff; ensure staff receives training for job activities and define specific job assignments; manage performance to ensure required levels of productivity and achievement of organizational objectives.

Must be able to pass any federal/state/local government, airport, or company‑required background checks, clearances, and/or drug and alcohol tests. The individual must be capable of performing all essential functions with or without a reasonable accommodation.

• Exceptional interpersonal and analytical skills required.
• Bachelor’s degree or equivalent strongly preferred.
• 0–2 years of related supervisory experience.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at .

DSV reserves the right to defer or close a vacancy at any time.