Customer Service Supervisor

DSV - Global Transport and Logistics

. Coordinate activities of various types of service agents providing customer support services .

Posted 11/12/2026full-timeLancaster • Ohio • United StatesJuniorMid-Level💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and supervisory skills in managing customer service teams, ensuring high levels of customer satisfaction through effective complaint resolution and performance monitoring. Proficient in data management and analysis to optimize staffing and operational efficiency.

Highest-signal resume keywords

Customer Service ManagementTeam Development and SupervisionData Analysis and ReportingInterpersonal SkillsPerformance Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryStatistical CompilationComplaint ResolutionWorkflow OptimizationPerformance FeedbackSOP ComplianceStaffing AnalysisCall MonitoringProcedure StandardizationSafety Program Implementation

Soft Skills

Exceptional Interpersonal SkillsAnalytical SkillsCoaching AbilityMotivational Skills

Tools & Technologies

ACD SystemsPBX Data ManagementDatabase Management

Industry Keywords

Customer Support ServicesService AgentsWork Volume StatisticsDepartment EfficiencySafety Procedures

About the role

Key responsibilities & impact

Coordinate activities of various types of service agents providing customer support services
Supervise and develop customer service agents, specialists, and coordinators
Develop, motivate, and supervise a world-class customer service team
Answer questions about services
Enter information into computers to compile work volume statistics and maintain records of customer service requests and complaints
Handle customer complaints according to client protocol and SOPs
Audit, research, report, and resolve customer service issues
Maintain databases regarding call volumes and staffing
Suggest staffing changes based on day of week, industry trends, anticipated events, and PBX data
Monitor agent productivity and generate reports
Monitor ACD data, hold times, and corrective actions to improve customer satisfaction
Monitor calls for employee demeanor, technical accuracy, and policy compliance
Check departmental work accuracy and provide performance feedback and coaching
Determine work procedures, prepare work schedules, and expedite workflow
Study and standardize procedures to improve department efficiency
Ensure a safe working environment through safety programs and procedures
Select and place staff, ensure training, define job assignments, and manage performance

Requirements

What you’ll need

Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests
Exceptional interpersonal and analytical skills
Bachelor’s degree or equivalent strongly preferred
Generally prefer 0-2 years of related supervisory experience
Must be capable of performing all essential functions with or without a reasonable accommodation

Benefits

Comp & perks

Benefits offerings, including eligibility, coverage options, and plan details, available through the DSV Benefits Showcase
Reasonable accommodation while seeking employment, if required