About this role
Job Req Number: 131320 Time Type: Full Time Are you passionate about putting customers first, delivering the best performance, and fostering true collaboration to keep the supply chains flowing? Join us and be a part of DSV’s global family. We’re looking for an experienced Team Lead to join our team based in Auckland.
- The Team Lead, Customer Experience supports the Customer ExperienceManager in overseeing the day-to-day operations of the customer experience team including strategic accounts.
Team Leadership & Support
- Provide daily guidance and support to the customer experience team, ensuring smooth workflow and task allocation.
- Act as the first point of escalation for internal team issues and operational challenges.
- Support onboarding and training of new team members.
- Foster a collaborative and high-performance team culture.
- Assist the Customer Experience Manager with performance monitoring and feedback. Operational Oversight
- Monitor daily service delivery to ensure alignment with KPIs and customer expectations.
- Coordinate with internal departments (e.g., operations, sales, customs) to resolve service issues promptly.
- Ensure adherence to standard operating procedures and compliance requirements.
- Support the implementation of new processes and systems, including MyDSV. Customer Service Excellence
- Ensure timely and accurate handling of customer inquiries, bookings, and escalations.
- Promote a customer-first mindset within the team.
- Assist in identifying service gaps and recommending improvements.
- Support the team in delivering consistent, high-quality service across all customer touchpoints.
Qualifications & Experience
- Minimum 4–6 years’ experience in international freight forwarding or customer service.
- Minimum 1–2 years in a team leadership or senior coordinator role.
- Strong understanding of freight forwarding operations and customer service processes.
- Experience with MyDSV or similar freight management systems preferred Success in this role
- Supporting the Customer Experience Manager in achieving departmental KPIs.
- Maintaining a motivated, capable, and well-supported team.
- Ensuring consistent, high-quality service delivery.
- Acting as a reliable bridge between team members and management.
- Contributing to a positive and productive team culture.
Why DSV?
- Working at DSV means playing in a different league.
- As a global leader in transport and logistics, we have been on an extraordinary journey of growth.
- Let’s grow together as we continue to innovate, digitalise and build on our achievements.
- With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals.
- We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.
- At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics.
- This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action.
- We value inclusivity, embrace different cultures and respect the dignity and rights of every individual.
- If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.
Start here. Go anywhere. At DSV, we believe diversity gives us a competitive edge and as such we value the diverse backgrounds and experiences that people bring to our business.