Customer Service Agent, Freight Operations, Road US

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 : Lancaster, TX

Division : Road US
Job Posting Title : Customer Service Agent, Freight Operations
Time Type : Full Time, Hourly

Summary

The Customer Service Agent, Freight Operations supports the day-to-day execution of freight brokerage operations by coordinating shipments, monitoring freight movement, and providing timely and accurate communication to customers, carriers, and internal teams. This position serves as a key point of contact throughout the shipment lifecycle and works closely with Brokerage Operations, Carrier Sales, and Account Management to ensure customer requirements are met and service issues are resolved quickly and effectively .

Duties & Responsibilities

• Supports daily freight brokerage operations, including shipment coordination, tracking, tracing, and customer communication.
• Monitors shipments from pickup through delivery to ensure service requirements and customer expectations are met.
• Provides timely and accurate shipment status updates to customers and internal stakeholders.
• Coordinates with carriers and internal teams regarding pickup and delivery appointments, shipment requirements, delays, and other operational needs.
• Provides tracking, tracing, and Proof of Delivery (POD) support as required.
• Proactively identifies potential service disruptions and communicates issues to appropriate stakeholders.
• Assists in resolving shipment exceptions, delays, missed appointments, and other service-related issues quickly and efficiently.
• Responds to internal customer inquiries and provides accurate information regarding shipment status and freight movement.
• Captures, enters, maintains, and reports shipment and customer data accurately within applicable transportation systems.
• Ensures shipment records, notes, documentation, and status information are complete and up to date.
• Prepares and distributes weekly, monthly, quarterly, and ad hoc operational and customer reports
• Supports Brokerage Operations, Account Management, and Carrier Sales with daily activities and customer requirements.
• Prepares, maintains, and updates Standard Operating Procedures (SOPs) as assigned.
• Supports customer implementations and operational transitions as needed.
• Maintains a high level of customer service while balancing multiple operational priorities in a fast-paced freight environment.
• Perform other duties, projects, and responsibilities as assigned.

Qualifications & Experience

• High school diploma or equivalent required.
• Minimum of two (2) years of experience in logistics, transportation, freight brokerage, customer service, or a related field preferred.
• Experience supporting transportation or freight operations preferred.

Skills & Competencies

• Strong customer service and problem-solving skills.
• Strong verbal and written communication skills with the ability to communicate effectively with customers, carriers, and internal stakeholders.
• Ability to prioritize and manage multiple shipments, customer requests, and operational issues simultaneously.
• Strong attention to detail with a commitment to maintaining accurate and complete information.
• Strong organizational and time-management skills.
• Ability to identify operational or service issues and take appropriate action or escalate when necessary.
• Ability to work independently while effectively collaborating within a team environment.
• Ability to work effectively in a fast-paced, deadline-driven transportation environment.
• Ability to adapt to changing priorities and operational requirements.
• Proficient typing and general computer skills.
• Proficiency with Microsoft Office applications.
• Ability to learn and effectively utilize transportation management systems and other operational technology.
• Intermediate mathematical skills.
• English proficiency required, including reading, writing, and verbal communication.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit for extended periods and use a computer, telephone, and other office equipment, requiring frequent use of hands, fingers, and arms for typing, writing, and handling documents. The employee must be able to communicate clearly and effectively, both verbally and in writing, including regular phone-based communication with customers and carriers. Specific vision abilities required include close vision for reading data on computer screens and documents. The employee may occasionally be required to stand, walk, bend, or reach.

Work Environment

This position operates in a fast-paced, deadline-driven office environment typical of a freight brokerage or transportation operations center, where the employee is regularly exposed to a moderate noise level from phone calls, conversations, and office equipment. The role requires extended periods at a workstation using a computer and phone, often while managing multiple shipments and priorities simultaneously, sometimes under time pressure due to service disruptions, delays, or urgent customer needs. The employee may be required to work outside of standard business hours, including evenings, weekends, or holidays, to support continuous freight movement and customer service coverage as operational needs require.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position, consistent with applicable law.

For this position, the expected base pay range is $25.00 – $27.00 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 aiapply.co. 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.