Customer Service Team Lead — Supervisor

DSV Air & Sea Inc.; Bridgeport (AL); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Wellness programs

Job summary

DSV - Global Transport and Logistics in Bridgeport, USA, seeks a Customer Service Supervisor to coordinate and develop a world-class customer service team. You will answer service questions, manage data, and handle complaints to ensure smooth operations.

The role requires strong interpersonal and analytical abilities, a bachelor’s degree or equivalent, and 0–2 years supervisory experience. A comprehensive benefits package is provided, with salary discussions based on location and experience.

Qualifications

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

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Answer questions about services.
• Enter data to compile work volume statistics and track service requests.
• Handle customer complaints, adhere to client protocol and SOPs, audit, research, report and resolve issues.
• Assist with maintaining database on call volumes and staffing; suggest changes based on trends.
• Monitor productivity and generate reports.
• Monitor ACD data to reduce hold times and improve satisfaction.
• Provide coaching and performance feedback to employees and supervisors.
• Determine work procedures and schedules; expedit e workflow.
• Ensure safety and compliance with policies and procedures.

Skills

Interpersonal skills

Analytical skills

Supervisory skills

Education

Bachelor's degree or equivalent

Job description

DSV - Global Transport and Logistics in Bridgeport, USA, seeks a Customer Service Supervisor to coordinate and develop a world-class customer service team. You will answer service questions, manage data, and handle complaints to ensure smooth operations.

The role requires strong interpersonal and analytical abilities, a bachelor’s degree or equivalent, and 0–2 years supervisory experience. A comprehensive benefits package is provided, with salary discussions based on location and experience.