Customer Service Agent, Lead

DSV Air & Sea Inc.; Phoenix (AZ); A distancia; USD 33.000 - 41.000; Jornada completa

Descripción de la vacante

DSV Air & Sea Inc. is seeking a Lead Customer Service Agent to ensure high-quality service for shipments, resolve issues, and coordinate with warehouse and sales teams. You will train agents, escalate as needed, and help optimize customer satisfaction.

The role emphasizes data-driven reporting, strong communication, and ability to manage complex schedules in a fast-paced logistics environment. This is a full-time, remote position with US Arizona coverage and HR support.

Formación

• Proficient with Windows OS, Word and MS Office Suite; Excel skills with basic formulas & charts.
• Typing speed ~45 WPM; strong communication with staff and stakeholders.
• Solid understanding of warehouse operations, inventory management, and logistics processes.
• Attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical skills.

Responsabilidades

• Assist customers with pickup/delivery requests, tracing shipments and POD information.
• Collaborate with management and warehouse to meet service criteria and customer requirements.
• Follow up with customers and other departments to resolve invoices and discrepancies.
• Communicate with customers, colleagues, and departments to move freight and paperwork.
• Input and retrieve data from the system accurately.
• Identify root causes of recurring issues and implement corrective actions.

Conocimientos

Windows OS

MS Office Suite

Excel

Typing 45 WPM

Leadership

Interpersonal skills

Problem-solving

Educación

High school diploma

Associate's or bachelor's degree in logistics or related field preferred

Herramientas

Warehouse management systems

Inventory systems

Descripción del empleo

DSV - Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

Visit dsv.com and follow us on LinkedIn, Instagram and Facebook

#StartHereGoAnywhere #LifeAtDSV

Location: USA - VIRTUAL - US Arizona

Division: Solutions

Job Posting Title: Customer Service Agent, Lead - 129873

Time Type: Full Time

POSITION SUMMARY

Responsible for providing and maintaining effective customer service and satisfaction; providing information to resolve customer shipment related issues; interact with management and warehouse personnel to establish service criteria and meet customer requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assist customers with requests and requirements pertaining to pick-up and deliveries, tracing shipments, POD information
2. Interact with management and warehouse personnel to establish service criteria and meet customer requirements
3. Follow up with customers and other departments to resolve invoice problems and discrepancies
4. Communicate with customers, coworkers, and other departments to facilitate the movement of freight and associated paperwork that require special handling
5. Accurately input into and retrieve information from the system
6. Identify root causes of recurring customer issues and work with internal teams to implement corrective and preventive actions.
7. Reconcile driver pickup and delivery manifests
8. Ensure customers are educated on services, features, benefits, and value propositions.
9. Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement.
10. Read, decode, and decipher freight coding in order to expedite freight movement and tracking process
11. Record damaged shipments and misrouted freight on applicable reports
12. Be able to build/pull reports from our system
13. Collaborate closely with warehouse operations, logistics, and sales teams to coordinate customer orders, inventory availability, and shipping schedules.
14. Using Pulled data to create and publish new reports to help meet client goals.
15. Help supervisors train agents and act as the first line of escalation/support

REQUIRED SKILLS & COMPETENCIES

• This is a specialist level Proficient with Windows OS, Word, and MS Office Suite. Intermediate demonstrable proficiency with Excel (basic formulas and charts).
• Must be able to type 45 WPM. Strong leadership and interpersonal skills, with the ability to effectively communicate with staff, customers, and other stakeholders
• Solid understanding of warehouse operations, inventory management, and logistics processes
• Attention to detail and the ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and analytical skills

REQUIRED SKILLS & COMPETENCIES

• High school diploma or equivalent required
• Associate's or bachelor's degree in logistics, supply chain management, or a related field preferred
• At least 3-5 years of experience in a warehouse or logistics environment, with at least 1-2 years in a supervisory or leadership role
• Experience with inventory management, shipping and receiving, and order fulfillment

WORK ENVIRONMENT

• Assignment Complexity - Work on assignments that are extremely complex in nature where independent action and a high degree of initiative are required in resolving problems and developing recommendations.
• Accountability - Use ability as a skilled specialist to contribute in development of concepts and techniques, and to complete tasks in creative and effective ways.
• Impact of Decisions - Errors detectable upon supervisory review. Moderate impact on corporate operations and fiscal health.
• Working Relationships - Regularly interact with peers and management concerning matters of significantly complex scope and discretion.
• Scope - Work on problems extremely complex in scope. Act independently to determine methods and procedures on new assignments and may supervise the activities of other nonexempt personnel.

• Working Conditions - Indoor office environment with standard temperatures
• Physical Effort - Sedentary: Primarily remaining in a stationary position (sitting or standing) for >50% of the time.
• Mental Effort - Moderate mental effort
• Other - Regular Travel or Weekend/Overnight Shifts

For this position, the expected base pay range is $23.77 - $29.71 Hourly. 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.

Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through theDSV 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. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at [e-mail]. 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.