Customer Service Agent

1 week ago


Immingham, North East Lincolnshire, United Kingdom DSV ROAD LIMITED Full time

Company: DSV – Global transport and logistics

DSV is recognized as one of the top performers in the transport and logistics sector, with a dedicated team of 75,000 employees spread across over 90 countries. Our workforce is committed to providing exceptional customer experiences and top-notch services, whether directly involved in operations or in various supporting roles.

Job Title: Customer Service Specialist

About the Job: This role involves acting as the primary contact for new customers, efficiently managing all transport-related inquiries and orders while prioritizing customer satisfaction, following the company's service standards. The aim is to ensure a smooth onboarding process for new customers, deliver outstanding customer experiences, and uphold high service quality to enhance customer satisfaction and drive company growth.

  • Onboarding new customers and guiding them through DSV's processes, including tracking shipments until delivery and ensuring accurate invoicing.
  • Monitoring transport orders from pickup to delivery to ensure successful execution as per contractual agreements.
  • Taking proactive measures to address any issues that may arise during order execution, collaborating closely with operational services for effective solutions.
  • Engaging in professional communication with customers and negotiating alternative solutions in case of unforeseen challenges.
  • Managing complaints and escalations efficiently to maintain customer satisfaction.

Requirements:

  • Familiarity with the company's services.
  • Proficiency in customer service procedures, specific operational systems, and customer-related matters.
  • A business-oriented mindset with a strong focus on customer-centric practices.
  • Understanding of operational processes in transportation orders (import/export).

Skills: Solid computer skills including MS Office 365 (Outlook, Word, Excel, Teams, etc.)

Key Competencies:

  • Collaboration: Actively contributing to collective outcomes and conflict resolution.
  • Customer Orientation: Aligning actions with customer sensitivities, needs, and desires.
  • Result Orientation: Focused on achieving objectives and meeting predefined timelines and agreements.


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