Customer Service Agent, Lead

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Deliver and uphold outstanding customer service and satisfaction.

• Provide assistance to resolve customer issues related to shipments.

• Aid customers with requests for pickups and deliveries, as well as tracking shipments and providing Proof of Delivery (POD) information.

• Collaborate with management and warehouse staff to set service standards and fulfill customer needs.

• Conduct follow-ups with customers and departments to address invoice discrepancies and problems.

• Facilitate communication among customers, colleagues, and departments to promote freight movement and manage special-handling documentation.

• Input and retrieve data from the system accurately.

• Recognize recurring customer issues and collaborate with internal teams on corrective and preventive measures.

• Reconcile driver pickup and delivery records.

• Educate customers about services, features, benefits, and value propositions.

• Relay customer feedback and insights to stakeholders to foster ongoing improvements.

• Read, interpret, and analyze freight coding to expedite movement and tracking.

• Document damaged shipments and misrouted freight in relevant reports.

• Generate and extract reports from the system.

• Work together with warehouse operations, logistics, and sales teams on customer orders, inventory levels, and shipping timelines.

• Utilize extracted data to develop and distribute reports that support client objectives.

• Assist supervisors in training agents and serve as the primary point of escalation and support.

⛳️ Requirements

• High school diploma or equivalent is a must.

• An associate's or bachelor's degree in logistics, supply chain management, or a related field is preferred.

• A minimum of 3–5 years of experience in a warehouse or logistics setting.

• At least 1–2 years of experience in a supervisory or leadership role.

• Experience with inventory management, shipping and receiving, and order fulfillment processes.

• Proficient in Windows OS, Word, and the MS Office Suite.

• Intermediate proficiency in Excel, including basic formulas and charts.

• Ability to type at a speed of 45 words per minute.

• Strong leadership and interpersonal skills.

• Solid understanding of warehouse operations, inventory management, and logistics processes.

• Excellent attention to detail and capability to manage multiple priorities in a fast-paced environment.

• Strong analytical and problem-solving skills.

• Willingness to travel regularly or work weekend/overnight shifts as required.

🏝️ Benefits

• Base pay range of $23.77–$29.71 per hour.

• Benefits offerings, including eligibility, coverage options, and plan details, are available through the DSV Benefits Showcase (benefits, programs, and eligibility may vary by location and division).