Customer Service Representative

3 weeks ago


South Killingholme, United Kingdom DSV Full time

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:

  1. Act as the single point of contact for new customers to handle all transport-related queries and orders efficiently.
  2. 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.
  3. Onboard new customers, welcome them into DSV, and track shipments through to delivery.
  4. Monitor transport orders, both during pickup and after execution, to ensure successful execution in accordance with contractual agreements.
  5. 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.
  6. Facilitate proactive and professional communication with new customers.
  7. Negotiate with the customer and operational services/transport planning to reach an acceptable alternative solution if the transport order cannot be executed as planned.
  8. 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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