Customer Service Team Lead

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

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.