Customer Service Supervisor II

DSV – Global Transport and Logistics

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.

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.

Visit  and follow us on Linked In and Facebook.

Location:

USA
- Sterling, Howling Rooster Ln

Division:
Solutions

Job Posting

Title:

Customer Service Supervisor II

Time Type:
Full Time

Position Description

Summary:

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

• Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world-class customer service team
• Answer questions about services
• Key information into 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 SOP’s. 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 generates 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 departments work accuracy for errors. Provide performance feedback and coaching to employees and supervisors
• Determine work procedures, prepares work schedules, and expedites 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

The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

Assignment Complexity
- Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub-units, become actively involved as required to meet schedules or resolve problems.

Accountability – Provide immediate supervision or assigns tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled…