Customer Service Agent

DSV•Clarksville, TN

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 Working at DSV means playing in a different league. As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements. With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be. Start here. Go anywhere Visit dsv.com and follow us on LinkedIn and Facebook .

Requirements

Exceptional interpersonal and analytical skills required.
Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Nice To Haves

Bachelor’s degree or equivalent strongly preferred.
Generally prefer 0-2 years of related experience.

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.

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.
DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law.

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