Customer Service Supervisor

Dsv Air & Sea SAU; Northern (KY, SC); Hybrid; USD 70,000 - 80,000; Full time

Job summary

DSV is seeking a Customer Service Supervisor to coordinate a world-class service team in Ridgeville, KY. You will supervise agents, specialists, and coordinators, drive performance, and ensure adherence to client protocols and SOPs.

Responsibilities include monitoring call statistics, staffing, and training, plus coaching staff and ensuring a safe, compliant work environment. Strong leadership and analytical abilities are essential for success in this role.

Qualifications

• Bachelor’s degree or equivalent strongly preferred.
• 0–2 years of related supervisory experience.
• Exceptional interpersonal and analytical skills.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Enter information into computer systems to compile work volume statistics.
• Handle customer complaints per client protocol and SOPs.
• Monitor staffing, call volumes and reporting; adjust as needed.
• Provide coaching and performance feedback to staff.
• Ensure procedures and safety requirements are followed.

Skills

Supervisory experience

Interpersonal skills

Analytical skills

Education

Bachelor's degree or equivalent

Job description

Location

USA - Ridgeville, 1020 Research Center Dr

Division

Solutions

Job Posting Title

Customer Service Supervisor - 126663

Time Type

Full Time

Position Description Summary

Responsible for coordinating activities of various types of service agents providing customer support services.

Principal Accountabilities

• 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

Assignment Complexity

Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub-units, become actively involved as required to meet schedules or resolve problems.

Accountability

Provide immediate supervision or assigns tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled nonexempt employees. A portion of time may be spent performing individual tasks.

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. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc.

Scope

Receive assignments in form of objectives with goals and process to meet goals outlined. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub-unit policies.

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.

On Site Role

For this position, the expected base pay range is $70,000.00 – $80,000.00 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.

Benefits

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.

Equal Employment Opportunity Statement

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.

Company Culture

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.

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

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.