About this role
Job Req Number: 131321 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 Customer Service Specialist to join our team based in Auckland.
- The Customer Service Specialist supports the logistics supply chain by communicating with customers and service providers to provide information and resolve issues.
- They assist the reporting Manager in delivering exceptional service by promptly addressing customer inquiries and complaints.
- Key Tasks Customer Experience Build and maintain strong customer relationships through responsive, professional and solution focused service.
- Act as a key point of contact for customer enquiries across phone, email, Teams and relevant DSV systems.
- Understand customer requirements and provide accurate information on rates, services and available DSV solutions.
- Take ownership of customer enquiries and issues through to resolution, coordinating with and escalating to relevant internal teams as required.
- Proactively communicate progress, manage customer expectations and follow up outstanding enquiries and agreed actions.
- Maintain accurate customer information, rates, quotations and interactions within relevant DSV systems, including but not limited to CW1/Tango.
- Ensure quotations are accurately created in relevant DSV systems and client rates are maintained to support effective auto-rating.
- Work collaboratively across teams to provide a consistent and seamless customer experience.
- Identify recurring customer issues, service gaps and improvement opportunities, recommending practical improvements to customer service and internal processes.
- Other duties as reasonably directed by your Manager from time to time.
- Administration Complete all documentation and administrative requirements accurately and within required timeframes.
- Ensure data and records are accurately entered, maintained and kept up to date in relevant systems.
- Follow established operational procedures and processes to support accurate, consistent and compliant service delivery.
- Selection Criteria Minimum 3 years’ experience in freight forwarding, including relevant operational or customer service experience.
- Experience using freight management software such as CW1 and Tango is preferred.
- Strong communication and interpersonal skills, with the ability to build effective relationships with customers and internal stakeholders.
- Demonstrated customer service skills, with a proactive and solutions focused approach to resolving customer enquiries and issues.
- Sound operational knowledge of freight forwarding processes, procedures and INCO terms.
- Strong numeracy skills, including the ability to accurately work with rates, charges, weights and other freight related calculations.
- Strong attention to detail and accuracy when working with customer, operational and financial information.
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.