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Customer Service Representative

1 month 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-facing 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, handling all transport-related queries and orders efficiently and effectively.
  • Ensure a seamless implementation of the new customer, providing an excellent customer experience and high-quality service.
  • 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.
  • 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 DSV.
  • 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).

Skills:

  • 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.