Customer Service Supervisor

DSV - Global Transport and Logistics; Sterling (VA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) plan

Job summary

DSV – Global Transport and Logistics in Sterling, USA, seeks a Customer Service Supervisor to coordinate and lead a team delivering high-quality customer service. You will supervise agents, monitor metrics, handle escalations, and ensure adherence to client protocols.

The role requires strong interpersonal and analytical skills, with a preference for a Bachelor’s degree or equivalent and 0–2 years of supervisory experience. Full-time position with competitive pay and benefits.

Qualifications

• Supervisory position focused on customer service excellence.
• Bachelor’s degree or equivalent strongly preferred.
• 0–2 years supervisory experience preferred.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Answer questions about services.
• Input information into the computer to compile performance statistics and records of service requests.
• Handle customer complaints, follow client protocols and SOPs, audit, research, report, and resolve issues.
• Assist with staffing databases and adjust staffing based on trends and data.
• Monitor agent productivity and generate reports.
• Monitor ACD data to reduce hold times and increase satisfaction.
• Assess call quality and provide coaching to staff and supervisors.
• Determine work procedures, prepare schedules, and expedite workflow.
• Study and standardize procedures to improve efficiency.

Skills

Interpersonal skills

Analytical skills

Supervisory experience

Customer service leadership

Education

Bachelor's degree or equivalent

Job description

DSV – Global transport and logistics

Job Overview

Location: USA – Sterling, Howling Rooster Ln

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.

Key Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators, and foster a world‑class customer service team.
• Answer questions about services.
• Input key information into the computer to compile performance statistics and keep records of service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs, audit, research, report, and resolve service issues.
• Assist with maintaining a database of call volumes and staffing; suggest staffing changes based on day of week, industry trends, anticipated events, and PBX data.
• Monitor agent productivity and generate reports.
• Monitor ACD data to track hold times, and assist with corrective actions to reduce hold time and increase customer satisfaction.
• Monitor calls to assess employee demeanor, technical accuracy, and compliance with company policies. Check work accuracy for errors; provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite 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 training for job activities, define specific job assignments, and manage performance to meet productivity and 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 requiring exceptional interpersonal and analytical skills. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0‑2 years of related supervisory experience.

Compensation

Expected base pay range: $70,000 – $80,000 Annual. Additional compensation may include a performance‑based bonus program.

Benefits

DSV provides a comprehensive health benefits package (medical, prescription, dental, vision, life insurance), flexible and health spending accounts, short‑ and long‑term disability coverage, and wellness resources. The 401(k) plan offers company matching up to 5%. Paid time off, paid holidays, and additional floating holidays are also provided.

EEO 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.