Team Lead- Customer Experience

Job Req Number:  131320
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 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. 

Team Leadership & Support

• Provide daily guidance and support to the customer experience team, ensuring smooth workflow and task allocation.
• Act as the first point of escalation for internal team issues and  operational challenges.
• Support onboarding and training of new team members.
• Foster a collaborative and high-performance team culture.
• Assist the Customer Experience Manager with performance monitoring and feedback. 

Operational Oversight

• Monitor daily service delivery to ensure alignment with KPIs and  customer expectations.
• Coordinate with internal departments (e.g., operations, sales, customs) to resolve service issues promptly.
• Ensure adherence to standard operating procedures and  compliance requirements.
• Support the implementation of new processes and systems, including MyDSV.

Customer Service Excellence

• Ensure timely and accurate handling of customer inquiries, bookings, and escalations.
• Promote a customer-first mindset within the team.
• Assist in identifying service gaps and recommending improvements.
• Support the team in delivering consistent, high-quality service across all customer touchpoints.

Qualifications & Experience
• Minimum 4–6 years’ experience in international freight forwarding or customer service.
• Minimum 1–2 years in a team leadership or senior coordinator role.
• Strong understanding of freight forwarding operations and customer service processes.
• Experience with MyDSV or similar freight management systems preferred

Success in this role

• Supporting the Customer Experience Manager in achieving departmental KPIs. 
• Maintaining a motivated, capable, and well-supported team. 
• Ensuring consistent, high-quality service delivery. 
• Acting as a reliable bridge between team members and management. 
• Contributing to a positive and productive team culture.

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.