Job Title: Customer Service Specialist, Operations
Company: DSV – Global Transport and Logistics
Location: Pretoria, Platina St (Rosslyn Road), South Africa
Employment Type: Full-Time
Posting Location Code: ZAF – Pretoria
Industry: Transport and Logistics
Company Overview
DSV was founded in 1976 in Denmark and has grown to become the world’s third-largest logistics and transport provider. Operating in over 80 countries, DSV delivers comprehensive solutions across the supply chain, including transport, warehousing, processing, and customs clearing.
Learn more at: www.dsv.com
Position Summary
The Customer Service Specialist, Operations is responsible for managing all CLIENT transport movements. This includes real-time monitoring of trips, vehicle and driver assignments, status updates, and ensuring adherence to service level agreements (SLAs). The role involves proactive communication with suppliers, drivers, and internal management to resolve delays and escalate exceptions.
Key Responsibilities
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Monitor all trips assigned to CSR routes using the VFT Transport Management System.
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Assign available vehicles and drivers to trips in VFT.
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Use mobile apps, GPS, and manual updates to monitor transport progress in real time.
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Liaise directly with suppliers, drivers, and RTM teams to ensure trip adherence.
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Track delays at pickup or en route, escalate issues, and initiate corrective actions.
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Update trip status within 15 minutes of any transport event in VFT.
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Ensure all trips are completed in alignment with SLA requirements.
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Ensure Proof of Delivery (POD) documentation is uploaded and scanned.
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Track and report trip durations versus plan for rate escalation when necessary.
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Communicate any non-compliance to CLIENT and DSV plant management.
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Support operational planning, load allocation, and timely follow-ups.
Qualifications
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Matric / Grade 12 required.
Experience
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Minimum 2 years in logistics, with a focus on road transport and operations (Superlink linehauls, milkruns).
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Experience in load planning, tracking, and follow-ups.
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Prior exposure to team coordination or team leader roles.
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Experience in a contact center or client service environment is beneficial.
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Working knowledge of logistics systems and processes.
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Able to work overtime, day/night shifts, and under pressure.
Skills and Competencies
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Strong administrative abilities.
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Proficiency in Microsoft Office Suite.
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Experience with VFT Transport Management System (TMS).
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Excellent communication and telephone etiquette.
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High attention to detail and time management.
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Proactive and able to work in cross-functional teams.
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Strong problem-solving and escalation management skills.
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