Customer Service Supervisor

DSV Road GmbH; Sterling (IL); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Holidays

Job summary

DSV in the United States is seeking a Customer Service Supervisor to coordinate and lead a world-class team of service agents, specialists and coordinators. You will monitor call volume, handle escalated complaints, maintain performance metrics, and ensure adherence to client protocols and SOPs while fostering a safe, efficient work environment.

Prior supervisory experience and a Bachelor’s degree are preferred.

Qualifications

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

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Monitor performance, compile workload statistics, and generate reports.
• Handle customer complaints and ensure adherence to client protocols and SOPs.

Skills

Supervisory experience

Interpersonal skills

Analytical skills

Education

Bachelor's degree

Job description

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Job area: Managerial

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rdlargest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

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

The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

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 (The following minimum requirements are normal guidelines and should not constrain the advancement of otherwise qualified personnel): 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.

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.

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.

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 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.