Customer Service Agent - LBO

DSV • Sterling, VA

3d • Onsite

About The Position

The Customer Service Agent is responsible for providing and maintaining effective customer service and satisfaction. The role provides information to resolve customer shipment-related issues and works with management and warehouse personnel to establish service criteria and meet customer requirements.

This senior-level position handles complex assignments that require judgment and initiative in resolving problems and making recommendations. The agent may determine methods and procedures for new assignments and provide guidance to other nonexempt personnel. The role regularly interacts with peers and management on matters of complex scope and discretion. Errors may be detected through supervisory review and can affect corporate operations and fiscal health.

Requirements

• High school diploma or equivalent.
• Proficiency with Windows OS, Word, and Excel.
• Ability to type 45 words per minute.
• Good interpersonal skills.
• Generally preferred 3–6 years of experience.
• Ability to pass required federal, state, local government, airport, or company background checks, clearances, and drug and alcohol tests.
• Must be capable of performing all essential functions with or without reasonable accommodation.

Responsibilities

• Assist customers with pickup and delivery requests, shipment tracing, proof-of-delivery information, rate quotes, and special handling.
• Work 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 freight movement and associated paperwork requiring special handling.
• Accurately enter and retrieve information in the system.
• Audit air bills for completeness and accuracy, and research and maintain air bill filings.
• Reconcile driver pickup and delivery manifests.
• Read, decode, and decipher freight coding to expedite freight movement and tracking.
• Record damaged shipments and misrouted freight on applicable reports.

What This Job Offers

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