About DSV DSV is a global transport and logistics company operating in more than 80 countries, providing end‑to‑end supply chain solutions. Job Overview Customer Service Supervisor – Full Time, Division: Solutions. Position Summary Responsible for coordinating activities of various types of service agents providing customer support services. Responsibilities Supervision and development of customer service agents, specialists, and coordinators; develop, motivate and supervise a world‑class customer service team. Enter key information into computer to compile work volume statistics for performance and keep records of customer service requests and complaints. Handle customer complaints, adhere to client protocol and SOP’s, audit, research, report and resolve customer service issues. Assist in maintaining a database regarding call volumes and staffing; suggest staffing changes based on day of week, industry trends, anticipated events and PBX data. Monitor productivity of agents and generate reports; monitor ACD data to manage hold time and increase customer satisfaction. Monitor calls to observe employee demeanor, technical accuracy and conformity to company policies and standards; check department work accuracy for errors; 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 and place staff; ensure training for job activities; define specific job assignments; manage performance to ensure required productivity. Essential Functions Pass any federal, state or local government, airport or company‑required background checks, clearances and/or drug and alcohol tests. Qualifications Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0–2 years of related supervisory experience. Capable of performing all essential functions with or without reasonable accommodation. Compensation & Benefits Base salary: $70,000 – $80,000 per year, commensurate with experience; eligible for performance‑based bonus program. Benefits include medical, prescription, dental, vision and life insurance; flexible health savings accounts; disability coverage; wellness resources; 401(k) plan with up to 5 % company match; paid time off, holidays and floating holidays. Equal Opportunity Statement 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 or any other characteristic protected by applicable laws. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. DSV reserves the right to defer or close a vacancy at any time. #J-18808-Ljbffr
Customer Service Supervisor • Sterling, VA, United States
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