Customer Service Agent
DSV, Clarksville, TN, United States
Customer Service Agent
Clarksville
Nearest Major Market: Clarksville Nearest Secondary Market: Nashville
DSV - Global transport and logistics 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. Our reach is global yet our presence is local and close to our customers.
Principal Accountabilities
Provide professional, timely, and accurate responses to customer questions about services.
Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs).
Research, document, and resolve customer service issues.
Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
Monitor personal productivity and meet established performance metrics.
Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
Follow established work procedures and contribute ideas for improving efficiency and customer experience.
Promote and maintain a safe working environment by adhering to company safety practices and procedures.
Participate in required training to remain informed about processes, systems, and service expectations.
Maintain proficiency to meet productivity and organizational goals.
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 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. Exceptional interpersonal and analytical skills required. Bachelor's degree or equivalent strongly preferred. Generally prefer 0-2 years of related experience. 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 hr@us.dsv.com.
Clarksville
Nearest Major Market: Clarksville Nearest Secondary Market: Nashville
DSV - Global transport and logistics 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. Our reach is global yet our presence is local and close to our customers.
Principal Accountabilities
Provide professional, timely, and accurate responses to customer questions about services.
Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs).
Research, document, and resolve customer service issues.
Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
Monitor personal productivity and meet established performance metrics.
Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
Follow established work procedures and contribute ideas for improving efficiency and customer experience.
Promote and maintain a safe working environment by adhering to company safety practices and procedures.
Participate in required training to remain informed about processes, systems, and service expectations.
Maintain proficiency to meet productivity and organizational goals.
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 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. Exceptional interpersonal and analytical skills required. Bachelor's degree or equivalent strongly preferred. Generally prefer 0-2 years of related experience. 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 hr@us.dsv.com.