Sr. Customer Service Agent

DSV Road GmbH; Sterling (VA); On-site; USD 57,917,000 - 82,488,000; Full time

Job summary

DSV, a global leader in transport and logistics, seeks a Sr. Customer Service Agent in Sterling, VA to provide and sustain high-quality customer service for shipments. You will interact with management and warehouse staff to meet service criteria, handle inquiries, and resolve issues efficiently.

The role requires proficiency in Windows, Word, and Excel, strong typing, and 3–6 years of experience. Pass background checks and contribute to accurate freight documentation and timely problem

Qualifications

• Senior level position. Proficient with Windows OS, Word, and Excel.
• Must be able to type 45 WPM and display good interpersonal skills.
• Generally 3–6 years of experience preferred.

Responsibilities

• Assist customers with requests pertaining to pick-up and deliveries, tracing shipments, POD information, rate quotes, and special handling.
• Interact with management and warehouse personnel to establish service criteria and meet customer requirements.
• Follow up with customers and other departments to resolve invoice problems and discrepancies.
• Communicate with customers, coworkers, and other departments to facilitate movement of freight and related paperwork needing special handling.
• Accurately input into and retrieve information from the system.
• Audit air bills for completeness and accuracy; maintain air bill filings.
• Reconcile driver pickup and delivery manifests.
• Read, decode, and decipher freight coding to expedite movement and tracking.
• Record damaged shipments and misrouted freight on reports.

Skills

Windows OS

Word

Excel

Typing 45 WPM

Interpersonal skills

3-6 years experience

Education

High school diploma or equivalent

Job description

If you are a current DSV employee and interested in a position in another country,please contact your Human Resource representative to discuss the process and requirements of applying.

Job area: Customer Service

DSV – Global Transport and Logistics

At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society.

Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services.

As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy.

Location: USA - Sterling, Efficiency Drive

Division:Solutions
Job Posting Title: Sr. Customer Service Agent
Time Type: Full Time

Position Description Summary: Responsible for providing and maintaining effective customer service and satisfaction; provide information to resolve customer shipment related issues; interact with management and warehouse personnel to establish service criteria and meet customer requirements.

Principal Accountabilities (The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.):

• Assist customers with requests and requirements pertaining to pick-up and deliveries, tracing shipments, POD information, rate quotes, and special handling
• Interact with management and warehouse personnel to establish service criteria and meet customer requirements
• Follow up with customers and other departments to resolve invoice problems and discrepancies
• Communicate with customers, coworkers, and other departments to facilitate the movement of freight and associated paperwork that require special handling
• Accurately input into and retrieve information from the system
• Audit air bills for completeness and accuracy. Research and maintain filings of air bills
• Reconcile driver pickup and delivery manifests
• Read, decode, and decipher freight coding in order to expedite freight movement and tracking process
• Record damaged shipments and misrouted freight on applicable reports

The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

Assignment Complexity - Work on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations.

Accountability – Use ability as a skilled specialist in accordance with corporate policies and procedures to complete complex tasks in creative and effective ways.

Impact of Decisions – Errors detectable upon supervisory review. Identifiable impact on corporate operations and fiscal health.

Working Relationships – Regularly interact with peers and management concerning matters of complex scope and discretion.

Scope – Work on problems complex in scope. May determine methods and procedures on new assignments and may provide guidance to other nonexempt personnel.

Essential Functions:

Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Knowledge and Skills (The following minimum requirements are normal guidelines and should not constrain the advancement of otherwise qualified personnel): This is a senior level position. Proficient with Windows OS, Word, and Excel. Must be able to type 45 WPM. Good interpersonal skills required. High school diploma or equivalent required. Generally prefer 3-6 years of experience.

For this position, the expected base pay range is $24.50 – $24.50 Hourly. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase . Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at [e-mail] . If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world‑class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.