Customer Service Supervisor

DSV AIR & SEA INC • Westerville, OH • 1d ago

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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:

Managerial

DSV - Global transport and logisticsIn 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rdlargest 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. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Location: USA - New Albany, 1101 Beech Rd

Division:SolutionsJob Posting Title: Customer Service SupervisorTime Type: Full Time

Position Description Summary:Responsible for coordinating activities of various @types of service agents providing customer support services.

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.):

Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world-class customer service team

Answer questions about services

Key information into computer to compile work volume statistics for performance purposes and to 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 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 generates reports.

Monitor ACD data to monitor the length of time customers remain on hold. Assist with corrective action to reduce hold time and increase customer satisfaction

Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Check departments work accuracy for errors. Provide performance feedback and coaching to employees and supervisors

Determine work procedures, prepares work schedules, and expedites 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 staff receives training for job activities, and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organizational objectives

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

Working 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 nonexempt employees. A portion of time may be spent performing individual tasks.

Impact of Decisions

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