Customer Service Agent

About the role

The Customer Service Agent manages client inquiries and ensures quality response in a timely fashion. Coordinates with the client, internal DSV teams and external partners to meet and exceed customer expectations while achieving DSV Transportation Management’s internal goals.

Responsibilities

• Responsible for handling inquiries and providing information; primary point of contact with the customer
• Provides expediting, tracing and POD support as required
• Resolves issues raised by the customer quickly and efficiently
• Prepares and distributes weekly, monthly and quarterly reports on freight
• Manages premium freight data base
• Captures, enters and reports data accurately; ensures the attainment of key performance indicators
• Provides ad hoc reporting and analysis as requested
• Becomes proficient in all DSV Transportation supported operations at the facility
• Identifies and implements cost and process improvements
• Documents cost avoidance and savings attained
• Works on special projects and assignments as needed
• Supports Implementation, Account Management and Customer during account set-up
• Prepares and maintains Standard Operating Procedures (SOPs) as assigned
• Performs other duties as required
• Ability to listen and comprehend instructions
• Ability to work independently while recognizing the need to be part of a team
• Strong aptitude for organization with high volume of paperwork
• Bring a can do attitude to work every day
• Willingly assist coworkers with projects
• Great Work Ethic (puts company’s needs ahead of personal ambition)

Requirements

• High School diploma
• 2 years’ experience in a logistics, customer service or related field
• Proficient typing and PC skills required
• Proficient with all Microsoft Office computer applications
• English (reading, writing, verbal)
• Intermediate mathematical skills

Preferred qualifications

• College degree
• 3 years’ experience in a logistics, customer service or related field

Physical demands

While performing the duties of this job, the employee uses hands to finger, handle or feel objects, tools or controls; reaches with hands and arms; stoops, kneels, or crouches; talks or hears. The employee uses computer and telephone equipment. Specific vision requirements include close vision and distance vision. Must be able to travel by plane and automobile (if applicable).

Work environment

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

For this position, the expected base pay range is $18.58 – $23.22 per hour. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

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.