Customer Service Supervior

Summary

Responsible for coordinating activities of various types of service agents providing customer support services. Supervises and develops customer service agents, specialists, and coordinators. Manages performance to ensure required levels of productivity and achievement of organizational objectives.

Principal Accountabilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and supervise a world-class customer service team.
• Handle customer complaints, adhere to client protocol and SOP's.
• Audit, research, report, and resolve customer service issues.
• Audit and research customer service issues.
• Assist with maintaining database regarding call volumes and staffing.
• Suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data.
• Maintain ACD data to monitor the length of time customers remain on hold.
• Monitor productivity of agents and generate reports.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards.
• Check departments work accuracy for errors.
• Provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments.
• Ensure a safe working environment through consistent practice of safety programs and procedures.

Working Environment

• Assignment Complexity: Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors.
• Accountability: Provide immediate supervision or assigns tasks to a unit or group of employees.
• Impact of Decisions: Erroneous decisions or failure to achieve results will cause delays in schedules.
• Working Relationships: Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels.

Essential Functions

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

Knowledge and Skills

• This is a supervisory position.
• Exceptional interpersonal and analytical skills required.
• Bachelor’s degree or equivalent strongly preferred.
• Generally prefer 0-2 years of related supervisory experience.

Pay

The expected base pay range is $70,000.00 – $80,000.00. 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.

About DSV

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. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

Company Overview

At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society. Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services. As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy. Visit dsv.com and follow us on LinkedIn and Facebook.