Customer Service Agent, Lead

Customer Service Agent, Lead

Phoenix

Nearest Major Market:
Phoenix

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.

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 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

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…