Logistics Customer Service Team Lead

DSV Air & Sea Inc.; Sterling (VA); On-site; USD 81,000 - 109,000; Full time

Job summary

DSV - Global Transport and Logistics in Sterling, USA, is seeking a Customer Service Supervisor II to coordinate activities of service agents providing customer support. The role encompasses supervising a world-class team, answering service inquiries, and maintaining records with a focus on process efficiency and accuracy.

Responsibilities include monitoring staffing levels, performance metrics, and hold times, while coaching staff to enhance customer satisfaction.

Qualifications

• This is a supervisory position requiring strong interpersonal and analytical abilities.
• Bachelor's degree or equivalent strongly preferred; supervisory experience desired.
• Experience supervising customer service teams is a plus.

Responsibilities

• Supervise and develop a world-class customer service team of agents, specialists and coordinators.
• Answer questions about services and input key information for statistics and records.
• Handle customer complaints in line with client protocol and SOPs and resolve issues.
• Monitor call volumes, staffing, and performance data to optimize staffing and productivity.
• Provide coaching and performance feedback to staff to meet productivity targets.

Skills

Interpersonal skills

Analytical skills

Supervisory experience

Education

Bachelor's degree or equivalent

Job description

DSV - Global Transport and Logistics in Sterling, USA, is seeking a Customer Service Supervisor II to coordinate activities of service agents providing customer support. The role encompasses supervising a world-class team, answering service inquiries, and maintaining records with a focus on process efficiency and accuracy.

Responsibilities include monitoring staffing levels, performance metrics, and hold times, while coaching staff to enhance customer satisfaction.