Customer Service Supervisor

DSV Road GmbH; Bridgeport (AL); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Prescription coverage

Dental insurance

Vision insurance

Life insurance

401(k) matching

Paid time off

Paid holidays

Floating holidays

Job summary

DSV – Global Transport and Logistics in Bridgeport, USA, is seeking a Customer Service Supervisor to coordinate and lead a team of service agents, specialists, and coordinators. You will be responsible for developing a world‑class customer service team and ensuring high-quality service delivery.

The role requires strong interpersonal and analytical skills, with a Bachelor’s degree or equivalent preferred and 0–2 years of supervisory experience.

Qualifications

• This is a supervisory position with emphasis on people leadership and performance management.
• Exceptional interpersonal and analytical skills are required.
• Bachelor’s degree or equivalent strongly preferred; 0–2 years supervisory experience preferred.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Compile work volume statistics and maintain records of service requests and complaints.
• Handle customer complaints per client protocol and SOPs; audit and resolve issues.
• Assist with staffing planning using call volume data and PBX analytics.
• Monitor agent productivity and generate performance reports.
• Monitor call handling to reduce hold times and improve customer satisfaction.
• Ensure adherence to procedures and provide coaching and feedback to staff.
• Set work procedures, schedules, and workflow priorities.
• Standardize procedures to improve department efficiency.
• Maintain safe working environment through safety programs.

Skills

Supervisory experience

Interpersonal skills

Analytical skills

Bachelor’s degree or equivalent

Education

Bachelor’s degree or equivalent

Job description

Job area: Managerial

DSV – Global Transport and Logistics

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.

Location: USA - Bridgeport, 48809 Al-227

Division:Solutions
Job Posting Title: Customer Service Supervisor
Time Type: Full Time

Position Description Summary: Responsible for coordinating activities of various types of service agents providing customer support services.

Principal Accountabilities

(The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.)

• Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world‑class customer service team
• Key information into computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints
• Handle customer complaints, adhere to client protocol and SOP’s. Audit, research, report, and resolve 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
• Monitor productivity of agents and generates reports.
• Monitor ACD data to monitor the length of time customers remain on hold. Assist with corrective action to reduce hold time and increase customer satisfaction
• 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, prepares work schedules, and expedites workflow
• Study and standardize procedures to improve department efficiency
• Ensure a safe working environment through consistent practice of safety programs and procedures
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organizational objectives

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

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.

Benefits and Compensation

For this position, the expected base pay is: $60,000 - $70,000 / Annual. Actual base compensation will be determined based on various factors including job‑related knowledge, skills, experience, geographic location and other objective business considerations. This position is eligible for a performance‑based bonus program. DSV provides a comprehensive package of health benefits including: medical, prescription, dental, vision, and life insurance, along with flexible and health spending accounts, short and long‑term disability coverage, and wellness resources to support your overall well-being. In addition, our 401(k) plan offers company‑matching contributions up to 5% to help you build a secure financial future. To support a healthy work‑life balance, DSV also offers paid time off, paid holidays, and additional floating holidays.

• medical
• prescription
• dental
• vision
• life insurance
• flexible and health spending accounts
• short and long‑term disability coverage
• wellness resources to support your overall well-being
• 401(k) plan offers company‑matching contributions up to 5% to help you build a secure financial future
• paid time off
• paid holidays
• additional floating holidays

For this position, the expected base pay range is $75,000.00 – $75,000.00 Annual. 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.

DSV – Global transport and logistics

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.