Customer Service Agent, Lead

DSV • Phoenix, AZ

14d • $24 - $30 • Remote

About The Position

DSV is a global leader in transport and logistics, with nearly 150,000 colleagues in over 90 countries. The company emphasizes moving careers, ambitions, and opportunities, valuing transparency, collaboration, and teamwork. DSV promises that your work matters, your contribution counts, and your career can move as far as your ambition takes it. This role is part of the Solutions division and is a full-time position.

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
• High school diploma or equivalent required
• At least 3-5 years of experience in a warehouse or logistics environment
• At least 1-2 years in a supervisory or leadership role
• Experience with inventory management, shipping and receiving, and order fulfillment

Nice To Haves

• Associate's or bachelor's degree in logistics, supply chain management, or a related field preferred

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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED