Customer Service Representative
3 weeks ago
Job Title: Customer Service Specialist
Job Summary:
We are seeking a highly skilled Customer Service Specialist to join our team at DSV. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities:
- Act as the single point of contact for new customers to handle all transport-related queries and orders efficiently.
- Ensure a seamless implementation of the new customer, an excellent customer experience, and high-quality service with the goal of achieving maximum customer satisfaction and further growth of the company.
- Onboard new customers, welcome them into DSV, and track shipments through to delivery.
- Monitor transport orders, both during pickup and after execution, to ensure successful execution in accordance with contractual agreements.
- Intervene when orders are at risk of being executed incorrectly and work closely with operational services/transport planning to find solutions to successful execution of the transport order.
- Facilitate proactive and professional communication with new customers.
- Negotiate with the customer and operational services/transport planning to reach an acceptable alternative solution if the transport order cannot be executed as planned.
- Handle complaints and escalations.
Requirements:
- Familiarity with the services offered by the company.
- Knowledge of company-specific customer service procedures, customer-specific matters, and operational systems.
- A commercial mindset with a focus on customer-centric thinking and action.
- Understanding of the operational processes involved in a transport order (import/export).
- Computer skills: MS Office 365 (Outlook, Word, Excel, Teams, etc.) - good professional knowledge.
Generic Competences:
- Collaboration: actively contributing to a collective outcome or resolving problems or conflicts.
- Customer orientation: aligning actions with the sensitivities, needs, and desires of customers.
- Result orientation: being focused on achieving objectives and delivering results according to the predefined timing and agreements.
About DSV:
DSV is a global transport and logistics company dedicated to providing exceptional customer service and support to our clients.
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