Customer Service Agent

DSV – Global Transport and Logistics

At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society.  

Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services. 

As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy. 

Visit  dsv.com and follow us on  LinkedIn and  Facebook .

Location: USA - Manassas, Discovery Blvd. 

Division: Solutions 
Job Posting Title: Customer Service Agent 
Time Type: Full Time

POSITION SUMMARY  
The CSR is responsible for building rapport and trust with Clients by delivering exceptional service to them consistently.  Client Service Representatives are responsible for accurate and timely data entry of 
shipping and receiving information for single and/or multiple Customers.  CSRs are also responsible for accurate and timely order processing to support the efficient operation of the site.  
As part of the DSV team, Associates are expected to meet company objectives in the areas of performance, safety, and quality.   Associates are expected to comply with all corporate and site-specific 
policies. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

Customer Service 
• Process and input all customer orders.   
• Running and printing shipments from WMS. 
• Run stock reports to check for product availability.   
• Generate all related paperwork and necessary information required for customer work orders 
• Checking all orders for special requests  
• Expediting any order as necessary, trace orders as required and notify customer of any activity 
concerning their merchandise.   
• Follow up with other departments to ensure the service standards are being met.  
• Assure proper invoicing of accounts by verifying customers as required.   
• Handles returned merchandise in an efficient manner and assure proper credit is given to the 
customer. 

Customer Interfacing Activities 
• Maintain a good working relationship with customers by responding to all inquiries and 
complaints concerning work-orders, invoicing, shipments, inventory management, including any 
signs of customer dissatisfaction.  
• Act as a liaison between the warehouse and the customer in administration of accounts and 
between the office and customer regarding invoicing and credit changes. 

Documentation 
• Ensure the accuracy of all receiving and shipping documents.   
• Gather and maintain all data and records relative to shipping and receiving activities.   
• Assure that receiving counts match packing lists and purchase orders and that shipping count 
match picking documents.   
• Prepare any reports concerning customer service as required by supervisors. 
• Assist in resolving any discrepancies.  

Data Entry 
• Operate the computer terminal in a proficient manner.   
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, 
adjustments, etc., in an accurate and timely fashion. 

Clerical 
• Oversee all paperwork associated with orders and maintain the corresponding files.  
• Answer phone calls and operates various types of office machines and computers necessary to 
perform duties.   
• Greet customers and visitors to the office.   
• Effectively correspond with customers as required. 

Communication 
• Answer incoming telephone calls in a cheerful, courteous, and timely manner.   
• Promptly route each call to the proper party, taking messages when necessary.   
• Assist callers with general information and inquires.   
• Direct visitors to appropriate department.  
• Assist drivers at check in window various times though out the day.  

OTHER DUTIES (Site Specific) 
• CSR’s may be expected to cross train in other administrative staff functions to support the site 
and contribute to associate development. 
• Work overtime as dictated by business whether mandatory or voluntary. 

SUPERVISORY RESPONSIBILITIES  
• None 

MINIMUM REQUIRED QUALIFICATIONS  
Education and/or Experience 
• Must have a high school diploma or general education degree (GED).  
• 1 year experience in Customer Service-related capacity 
• Must be able to work in unregulated temperatures within the warehouse during the warmer and 
colder months can range from mild to moderate 
Certificates, Licenses, Registrations or Professional Designations 

SKILLS, KNOWLEDGE AND ABILITIES 
Computer Skills 
• Intermediate computer skills 
• Proficient with MS Office Applications 
• WMS functions 
Language Skills 
• English (reading, writing, verbal) 
• Business writing proficiency 
Mathematical Skills 
• Intermediate level to verify quantities of product, count inventory, or perform other duties 
associated with handling, storing, and distributing client products.  
Other 
• Strong attention to detail accuracy and accomplish job task in a timely manner. 
• Ability to perform duties with minimal supervision or guidance. 
• Ability to multi-task 
• Effective communication skills 
• Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work 
environment. 

PREFERRED QUALIFICATIONS  
• 1-3 years warehouse/logistics support experience 
• 2-3 years’ experience in Customer Service-related capacity 

PHYSICAL DEMANDS 
Occasionally 
• Handling/Fingering, Sitting 
Frequently 
• Bending 
Constantly 
• Walking and Standing 
Ability to Lift/Carry and Push/Pull 
• 21-50 pounds 
o Reach above shoulder, reach outward, squat, or kneel. 

Other Physical Requirements:   

WORK ENVIRONMENT  
While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.  

Reasonable Accommodations Statement  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

For this position, the expected base pay range is $20.50 – Hourly. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the  DSV Benefits Showcase . Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at View email address on jobs.dsv.com . If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV – Global transport and logistics

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

Visit dsv.com and follow us on LinkedIn and Facebook .