Customer Service Supervisor - Lead a World-Class Team

DSV; Alabama; Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Health benefits

401(k) match up to 5%

Paid time off

Paid holidays

Floating holidays

Bonus program

Job summary

DSV - Global Transport and Logistics is seeking a Customer Service Supervisor in USA - Bridgeport. You will coordinate activities of service agents, develop a world-class customer service team, and manage performance data to improve service levels.

The role requires supervising staff, handling escalations, and ensuring compliance with client protocols and SOPs. A Bachelor’s degree or equivalent is preferred, with 0–2 years of supervisory experience ideal.

Qualifications

• This is a supervisory position; strong interpersonal and analytical skills required.
• Bachelor’s degree or equivalent strongly preferred; 0–2 years of related supervisory experience is generally preferred.

Responsibilities

• Supervise and develop customer service agents, specialists and coordinators.
• Collect work volume statistics and maintain records of customer service requests and complaints.
• Handle customer complaints per client protocol and SOPs; audit, research, report, and resolve issues.
• Monitor staffing based on call volume, PBX data, and industry trends; adjust as needed.
• Track agent productivity and generate performance reports.
• Monitor ACD data to reduce hold times and improve customer satisfaction.
• Provide coaching and performance feedback to employees and supervisors.
• Determine work procedures, schedules and workflow; standardize procedures to improve efficiency.
• Ensure a safe working environment through adherence to safety programs.

Skills

Supervisory leadership

Customer service

Analytical skills

Education

Bachelor’s degree or equivalent

Job description

DSV - Global Transport and Logistics is seeking a Customer Service Supervisor in USA - Bridgeport. You will coordinate activities of service agents, develop a world-class customer service team, and manage performance data to improve service levels.

The role requires supervising staff, handling escalations, and ensuring compliance with client protocols and SOPs. A Bachelor’s degree or equivalent is preferred, with 0–2 years of supervisory experience ideal.