{"id":2968231,"url":"https://alion.io/job/dsv-team-lead-customer-experience","title":"Team Lead- Customer Experience","company":{"id":1441,"name":"DSV","domain":"dsv.com","url":"https://alion.io/company/dsv","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":40,"ghost_share":0,"stale_share":0.15,"repost_share":0.075,"time_to_fill_p50_days":14,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T01:02:55Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T19:54:50Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Job Req Number: 131320\nTime Type: Full Time\nAre 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.\nWe’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.\nTeam Leadership & Support\nProvide daily guidance and support to the customer experience team, ensuring smooth workflow and task allocation.\nAct as the first point of escalation for internal team issues and operational challenges.\nSupport onboarding and training of new team members.\nFoster a collaborative and high-performance team culture.\nAssist the Customer Experience Manager with performance monitoring and feedback.\nOperational Oversight\nMonitor daily service delivery to ensure alignment with KPIs and customer expectations.\nCoordinate with internal departments (e.g., operations, sales, customs) to resolve service issues promptly.\nEnsure adherence to standard operating procedures and compliance requirements.\nSupport the implementation of new processes and systems, including MyDSV.\nCustomer Service Excellence\nEnsure timely and accurate handling of customer inquiries, bookings, and escalations.\nPromote a customer-first mindset within the team.\nAssist in identifying service gaps and recommending improvements.\nSupport the team in delivering consistent, high-quality service across all customer touchpoints.\nQualifications & Experience\nMinimum 4-6 years’ experience in international freight forwarding or customer service.\nMinimum 1-2 years in a team leadership or senior coordinator role.\nStrong understanding of freight forwarding operations and customer service processes.\nExperience with MyDSV or similar freight management systems preferred\nSuccess in this role\nSupporting the Customer Experience Manager in achieving departmental KPIs.\nMaintaining a motivated, capable, and well-supported team.\nEnsuring consistent, high-quality service delivery.\nActing as a reliable bridge between team members and management.\nContributing to a positive and productive team culture.\nWhy DSV?\nWorking 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.\nAt 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.\nAt 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.","description_format":"text","description_chars":3456,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Sea Freight","Logistics","Freight Forwarding"],"lifecycle":[{"event":"open","at":"2026-10-21T01:02:55Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.838,"p_room":0.9,"age_days":8,"expected_fill_days":14,"reasons":["conf:1","velocity","win:mid","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/dsv-team-lead-customer-experience","json_url":"https://alion.io/job/dsv-team-lead-customer-experience.json","meta":{"generated_at":"2026-10-29T22:01:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32505,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1441},"rest":"https://alion.io/mcp/rest/get_company?id=1441"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdsv-team-lead-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdsv-team-lead-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdsv-team-lead-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dsv-team-lead-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdsv-team-lead-customer-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2968231}},{"tool":"search_jobs","arguments":{"company":"dsv.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2968231},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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