Supervisor, International Customer Service, Road Logistics

If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Location: ZAF - Kempton Park, Serengeti Blvd (DSV Park Gauteng)
Job Posting Title: Supervisor, International Customer Service, Road Logistics
Time Type: Full Time

Main Purpose of the Role

Manage and oversee the running of the customer service environment and ensure that processes are followed as per business requirements.

Ensure that agents have support when required.

Manage and report on all areas of concern within the customer service.

Ability to compile investigations and give feedback to relevant key people within the organization.

Able to prioritize and plan tasks for your agents.

Able to manage KPI’s for your agents.

Basic Minimum Requirements

Grade 12 / Matric (Non negotiable)
+2 years working in a International CSD environment
Good knowledge of courier shipments via air and road freight
Good knowledge of Customs requirements
Incoterms knowledge
Imports and exports knowledge essential
Sound Geographical knowledge globally

Relevant tertiary qualification an added advantage

Intermediate computer skills - MS Office

Knowledge of internal systems - BluJay, ClientZone, Track and Trace, Express

Skills and Competencies

Ability to work without supervision
Ability to handle client objections and escalations when required
Identify system issues and areas of improvement
Able to work under pressure
Be able to plan capacity for their area.
Business awareness and professionalism.

Be able to coach her/his staff on areas of improvement
Critical thinking and problem solving.
Excellent Communication Skills - Written and Verbal
Excellent Administrative Skills
Punctuality and good time management skills

Duties and Responsibilities

• Manage data daily
• Make sure that all targets and deadlines as per Call Centre SLA’s are met
• Ensure compliance to the company procedures
• Make sure that your team meets all quality assessments standards
• Identify problems regarding workflow and systems
• Ability to handle client objections and escalations.
• Identify system issues and escalate to relevant departments
• Identify areas of improvement
• Ensure compliance to CSD query processes.
• Ensure accurate data is captured and correct information is communicated to our clients.
• Resolve all queries allocated to them by a Manager or their team
• Manage the leave, attendance and capacity for your area.
• Manage all IR related issues within your team with the assistance of your Manager, if necessary
• Manage your team’s performance on a day to day basis.
• Supervise the general running of the customer service.
• Make sure that reports are analyzed daily/monthly (query logger volume&SLA etc), identify areas of improvement and action plan.
• Monitoring of CSD SLA reports.
• Conduct team meetings.
• Attend client meetings when required.
• Assist Sales team with escalations when required.

Disclaimer: Due to the high volume of applications received, only shortlisted candidates will be contacted. Should an external candidate not hear from us within four (4) weeks following their application, they should consider their application unsuccessful. Strictly fair and non-discriminatory selection procedures will be followed. We use Affirmative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with DSV’s Employment Equity plans. DSV reserves the right to defer or close a vacancy at any time.