Logistics CS Supervisor – Lead, Coach & Elevate Service

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 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.