Customer Service Specialist

Job Req Number: 79159

Time Type: Full Time

Customer Service Specialist

Purpose of the position

Act as the single point of contact for new customers to handle all transport-related queries and orders efficiently and putting the customer’s best interest first, in accordance with the company's service standards.

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

Job Description

Onboarding new customers, welcoming them into DSV tracking shipments through to delivery, ensuring invoicing is correct, responding to any enquiries.

Monitor transport orders, both during pickup and after execution (delivery), 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 (force majeure).

Handle complaints and escalations.

Required Knowledge and Experience

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).

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.

DSV – Global Transport and Logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.