Customer Service Supervisor II

DSV - Global Transport and Logistics

. Supervise and develop customer service agents, specialists, and coordinators .

Posted 9/15/2026full-timeSterling • Virginia • United StatesJuniorMid-Level💰 $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in developing and supervising a customer service team while ensuring compliance with company policies and enhancing customer satisfaction through effective issue resolution and performance monitoring.

Highest-signal resume keywords

Customer Service SupervisionInterpersonal SkillsAnalytical SkillsPerformance MonitoringDatabase Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Work-Volume Statistics CompilationCustomer Complaint ResolutionStaffing AnalysisACD Data MonitoringPerformance FeedbackWorkflow ManagementSafety Program Administration

Soft Skills

Motivational LeadershipCoachingInterdepartmental Communication

Certifications & Qualifications

Bachelor’s Degree or Equivalent

Industry Keywords

SOPsPBX DataCall Volume ManagementCustomer SatisfactionDepartment Efficiency

About the role

Key responsibilities & impact

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 protocols 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 and assist with corrective action to reduce hold times and increase customer satisfaction
Monitor calls for employee demeanor, technical accuracy, and compliance with company policies and standards
Check department work accuracy for errors 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 consistent safety-program and procedure practices
Select and place staff, ensure job-activity training, define job assignments, and manage performance
Interact with subordinates, outside customers, and functional peer groups at various management levels
Administer company policies affecting subordinate employees and recommend unit or sub-unit policy changes

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 required
Bachelor’s degree or equivalent strongly preferred
Generally prefer 0-2 years of related supervisory experience
Ability to perform all essential functions with or without a reasonable accommodation

Benefits

Comp & perks

Benefits offerings with eligibility, coverage options, and plan details available through the DSV Benefits Showcase
Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws
Reasonable accommodation available during the employment application process