Customer Service Agent

Role Overview

The Customer Service Agent plays a critical role in ensuring top-tier service in freight operations, focusing on smooth and efficient shipment handling along with accurate documentation to benefit both current and prospective clients of DSV.

Key Responsibilities

• Deliver exceptional customer service consistently to all DSV customers.
• Communicate effectively with customers and vendors to implement and uphold DSV's Standard Operating Procedures (SOPs), keeping customers informed about timing, delays, and transit updates.
• Maintain professional and timely communication across all channels for both internal team members and external contacts.
• Manage shipment routing, coordinate with origin points, and update customers on the progress of freight until receipt in Saudi Arabia.
• Keep tracking records updated daily and provide status updates to customers regularly.
• Negotiate carrier rates and maintain the export rate records in SharePoint.
• Create shipment jobs in the CW1 system for all export shipments.
• Provide quotes for agents and customers regarding export requests.
• Monitor operations, produce reports, and maintain liaison with all relevant stakeholders including customers, carriers, and vendors.
• Provide periodic updates to the line manager.
• Perform additional duties or projects as assigned by supervisors to support business requirements.

Qualifications & Experience

• Bachelor's degree in any discipline.
• At least 5 years of experience in freight operations.

Skills & Competencies

• Strong verbal and written communication abilities.
• Effective multitasking, prioritization, and problem-solving skills.
• High level of integrity, professionalism, and confidentiality.
• Proficiency in Microsoft Office applications or similar software.

About DSV

DSV is recognized globally as a leader in transport and logistics, committed to innovation, digitization, and continuous growth. With nearly 160,000 employees spanning over 90 countries, DSV emphasizes partnering with fresh talent and perspectives to meet customer needs and achieve company goals. The company values collaboration, accountability, inclusiveness, and respect for individual dignity and rights. DSV offers a dynamic and forward-thinking work environment where high performance and impact are encouraged.