Customer Service Manager

Job Title: Customer Service Manager Location: Clarksville, TN Division: Solutions Time Type: Full Time Job Area: Managerial Position Summary Manages and builds relationships with site-level clients while maintaining an overall knowledge of the operation’s performance. Oversees inbound, picking, packing, VAL, and outbound processes, ensures compliance with client SOPs, and coordinates with internal stakeholders. Acts as the escalation point for unresolved client requests and becomes the subject matter expert on company product offerings and industry practices. Essential Duties and Responsibilities Familiarize with key client contacts, unique requirements, and operating processes. Deploy and improve policies and procedures by managing supervisors and customer service representatives. Work with Operations Manager to meet targeted service levels including: Spot Quotes, Booking Capture, Shipment Monitoring, Billing Issue Resolution, Service Metric Monitoring, Reporting, and Data Entry. Ensure operation meets all KPI targets in collaboration with site leaders. Handle high-priority escalation calls requiring coordination across teams. Conduct staff meetings to review activities, plan, and ensure continuous improvement. Guide staff and assign tasks to customer service personnel. Foster career development, share best practices, and maintain morale. Relay consistent issues to General Manager timely and efficiently. Monitor logistics process changes and intervene during disruptions, communicating with clients and stakeholders. Coordinate CS team with other internal teams. Calculate production costs and provide input for invoice creation. Contribute to the annual budget presented to the General Manager. Set up and maintain process flows and instructions for new customer implementations or revised agreements. Continuously improve processes and services delivered by the company. Maintain communication regarding escalations, customer visits, specific needs, complaint handling, status updates, cycle counting, quality topics, and commercial topics. Manage exceptional operational challenges or requests (e.g., large volume changes). Organize Operational Review and Business Review meetings with key customers. Participate in contract discussions and negotiations. Supervise execution qualitatively and quantitatively, initiating corrective actions as needed. Coordinate staffing for the CS department. Conduct staff performance review meetings. Other Duties (Site Specific) Work overtime as dictated by business needs. Perform other duties as assigned. Supervisory Responsibilities Lead, develop, and coach a team of 10-15 employees. Minimum Required Qualifications Education and/or Experience High school diploma or GED. 2 years of leadership experience in customer service or equivalent combination of education and work experience. Experience as a Logistics Service Provider Department Manager with comprehensive understanding of logistics services (order management, movement scheduling, customs brokerage, monitoring and control services, cost optimization, and industry-specific requirements). Able to work in warehouse temperatures ranging from mild to moderate. Skills, Knowledge, and Abilities Computer Skills Basic knowledge of Warehouse Management Systems (WMS). Proficiency in MS Office applications. Language Skills English (reading, writing, verbal). Mathematical Skills Intermediate to advanced accounting and financial math for managing a P&L and preparing site/operational budgets. Other Excellent communication skills, tactful client interactions, and efficient handling. Clear and articulate verbal and written communication, persuasive yet empathetic. Ability to handle conflict, pressure, set priorities, and maintain a positive customer service image under difficult conditions. General understanding of Supply Chain Management and Logistics industry. Required Competencies Customer Service: Meet or exceed customer expectations. Complexity Handling: Deal with complex situations, analyze facts and trends. Composure: Remain calm and composed under stress. Resourcefulness: Quickly handle problems and obtain needed resources. Leadership: Provide guidance and structure in one-on-one or group settings. Benchmark Building: Build staff skill capabilities. Motivation: Inspire others toward common goals. Global Perspective: Understand global trends and work effectively with partners. Positive Attitude: Maintain optimism even in challenges. Continuous Improvement: Seek and suggest new ideas for workplace improvement. Preferred Qualifications 4-year college degree preferred; equivalent experience considered. 5 years of leadership experience in logistics, distribution, or supply chain. Multi-language knowledge preferred. Equal Employment Opportunity Statement 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 click.appcast.io. DSV reserves the right to defer or close a vacancy at any time. #J-18808-Ljbffr