DSV - Global Transport and Logistics
Customer Service Supervisor
DSV - Global Transport and Logistics, Nevada, Iowa, United States, 50201
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Customer Service Supervisor
role at
DSV - Global Transport and Logistics .
Company Overview In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world’s 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers’ entire supply chain by transporting, storing, packaging, re‑packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world.
Location USA – McCarran, Reno 3300 Waltham Way Suite 106
Job Details
Division: Solutions
Job Posting Title: Customer Service Supervisor
Time Type: Full Time
Principal Accountabilities
Responsible for the supervision and development of customer service agents, specialists, and coordinators. Develop, motivate and supervise a world‑class customer service team.
Answer questions about services.
Enter key information into computer to compile work volume statistics for performance purposes and keep records of customer service requests and complaints.
Handle customer complaints, adhere to client protocol and SOPs; audit, research, report and resolve customer service issues.
Assist with maintaining database regarding call volumes and staffing; suggest changes in staffing based on day of week, industry trends, other anticipated events and PBX data.
Monitor productivity of agents and generate reports.
Monitor ACD data to reduce hold time and increase customer satisfaction.
Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards; provide performance feedback and coaching to employees and supervisors.
Determine work procedures, prepare work schedules, and expedite workflow.
Study and standardize procedures to improve department efficiency.
Ensure a safe working environment through consistent practice of safety programs and procedures.
Select, place staff and ensure staff receive training and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organisational objectives.
Work Environment Assignment Complexity – Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub‑units, become actively involved as required to meet schedules or resolve problems. Accountability – Provide immediate supervision or assigns tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled non‑exempt employees. A portion of time may be spent performing individual tasks. Impact of Decisions – Erroneous decisions or failure to achieve results will cause delays in schedules. Working Relationships – Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc. Scope – Receive assignments in form of objectives with goals and process to meet goals outlined. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub‑unit policies.
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 This is a supervisory position. Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0‑2 years of related supervisory experience.
Equal Employment Opportunity 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
hr@us.dsv.com . 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.
Apply Get notified about new Customer Service Supervisor jobs in
Nevada, United States .
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Customer Service Supervisor
role at
DSV - Global Transport and Logistics .
Company Overview In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world’s 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers’ entire supply chain by transporting, storing, packaging, re‑packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world.
Location USA – McCarran, Reno 3300 Waltham Way Suite 106
Job Details
Division: Solutions
Job Posting Title: Customer Service Supervisor
Time Type: Full Time
Principal Accountabilities
Responsible for the supervision and development of customer service agents, specialists, and coordinators. Develop, motivate and supervise a world‑class customer service team.
Answer questions about services.
Enter key information into computer to compile work volume statistics for performance purposes and keep records of customer service requests and complaints.
Handle customer complaints, adhere to client protocol and SOPs; audit, research, report and resolve customer service issues.
Assist with maintaining database regarding call volumes and staffing; suggest changes in staffing based on day of week, industry trends, other anticipated events and PBX data.
Monitor productivity of agents and generate reports.
Monitor ACD data to reduce hold time and increase customer satisfaction.
Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards; provide performance feedback and coaching to employees and supervisors.
Determine work procedures, prepare work schedules, and expedite workflow.
Study and standardize procedures to improve department efficiency.
Ensure a safe working environment through consistent practice of safety programs and procedures.
Select, place staff and ensure staff receive training and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organisational objectives.
Work Environment Assignment Complexity – Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub‑units, become actively involved as required to meet schedules or resolve problems. Accountability – Provide immediate supervision or assigns tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled non‑exempt employees. A portion of time may be spent performing individual tasks. Impact of Decisions – Erroneous decisions or failure to achieve results will cause delays in schedules. Working Relationships – Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc. Scope – Receive assignments in form of objectives with goals and process to meet goals outlined. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub‑unit policies.
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 This is a supervisory position. Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0‑2 years of related supervisory experience.
Equal Employment Opportunity 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
hr@us.dsv.com . 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.
Apply Get notified about new Customer Service Supervisor jobs in
Nevada, United States .
#J-18808-Ljbffr