Customer Service Agent

Company description:

DSV – Global transport and logistics

DSV is one of the very best performing companies in the transport and logistics industry. 75,000 employees in more than 90 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.

Read more at www.dsv.com

Job description:

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.