Customer Service Agent

DSV•Clarksville, TN

15d

About The Position

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. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Requirements

Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.
Exceptional interpersonal and analytical skills required.
Generally prefer 0-2 years of related experience.

Nice To Haves

Bachelor’s degree or equivalent strongly preferred.

Responsibilities

Provide professional, timely, and accurate responses to customer questions about services.
Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs). Research, document, and resolve customer service issues.
Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
Monitor personal productivity and meet established performance metrics.
Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
Follow established work procedures and contribute ideas for improving efficiency and customer experience.
Promote and maintain a safe working environment by adhering to company safety practices and procedures.
Participate in required training to remain informed about processes, systems, and service expectations. Maintain proficiency to meet productivity and organizational goals.