Manager, Customer Service

POSITION SUMMARY Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow‑up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client's SOP. This includes overseeing the work and output of any Team Leaders in the department. The Manager will be the escalation point to resolve any client requests or complaints in the event they are not able to be handled by the representatives in the department. Additionally, the Manager is expected to become a subject matter expert, both on Company’s specific product offerings and processes, as well as on the industry in general. ESSENTIAL DUTIES AND RESPONSIBILITIES Become familiar with clients, including key contacts, unique requirements, and operating processes. Deploy and improve existing policies and procedures by effectively managing and guiding supervisors and customer service representatives. Work with the Operations Manager to ensure the operation is meeting targeted service levels such as but not limited to: Spot Quotes Booking Capture Shipment Monitoring Billing Issue Resolution Service Metric Monitoring Reporting Data Entry Work with site leaders to ensure the operation is meeting all KPI targets. Responsible for the highest‑priority escalation phone calls, especially those requiring coordination of multiple teams and departments. Conduct staff meetings to review daily/weekly work activities, plan and assure continuous improvement. Provide guidance to staff and assign tasks to Customer Service staff. Foster career development, best practices, and optimal morale in the organization. Relay consistent issues to the General Manager in a timely and efficient manner. Monitor changes in the logistics processes and intervene in case of disruptions, including communication with clients and other stakeholders. Coordinate between CS team and other internal teams. Calculate production costs and provide input for invoice creation. Provide input for the annual budget to the General Manager. Set up and maintain process flows and working instructions for new customer implementations or revised customer agreements. Continuously improve processes and services provided by the Company. Maintain internal and external communication regarding escalations, customer visits, specific customer needs, complaint handling and registration, status updates, cycle counting, quality topics and commercial topics. Manage exceptional operational customer challenges/requests (for example large volume changes). Organize Operational Review Meetings and Business Review Meetings with key customers. Participate in contract discussions/negotiations. Supervise execution from quantitative and qualitative perspective and initiate corrective actions when needed. Coordinate staffing of CS department. Conduct staff performance review meetings. OTHER DUTIES (SITE SPECIFIC) Work overtime as dictated by business whether mandatory or voluntary. Perform other duties as assigned. SUPERVISORY RESPONSIBILITIES Lead, develop, and coach a team of 10–15 employees. MINIMUM REQUIRED QUALIFICATIONS Education and/or Experience Must have a high school diploma or general education degree (GED). 2 years’ experience in a leadership role involving customer service or an equivalent combination of education and work experience. Experience as a logistics service provider department manager and complete understanding of the full range of logistics services, including order management, movement scheduling, customs brokerage, monitoring and control services, cost optimization, and various industry‑specific requirements. Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months; temperatures can range from mild to moderate. SKILLS, KNOWLEDGE, AND ABILITIES Computer Skills Basic knowledge of WMS (Warehouse Management Systems). Proficiency in MS Office applications. Language Skills English (reading, writing, verbal). Mathematical Skills Intermediate to advanced level in accounting and financial mathematics as related to managing a P&L and preparing site/operational budgets. Other Excellent communication skills and ability to deal with clients tactfully and efficiently. Clear and articulate on the phone and in person with strong writing and presentation abilities—persuasive but empathetic. Handle conflict and pressure, set priorities and abide by them, maintain a consistent and positive customer service image under difficult conditions. General understanding of supply chain management and logistics industry. Demonstrated competency in the following areas: Customer Service: meet or exceed customer expectations. Dealing with Complexity: handle complex situations or information. Maintaining Composure: stay calm and composed in stressful situations. Being Resourceful: quickly handle problems, secure needed resources. Providing Direction and Leadership: guide and structure in one‑on‑one or group settings. Building Bench Strength: develop staff capability plans. Motivating Others: inspire or convince others toward common goals. Demonstrating Global Perspective: understand global trends and organization’s position, work with global partners. Positive Attitude: maintain an optimistic and cheerful manner. Finding Work Improvements: suggest new ideas for workplace improvement. PREFERRED QUALIFICATIONS 4‑Year College Degree preferred; alternatively, consider equivalent experience or combination of education and experience. Prefer 5 years’ experience in a leadership role in logistics/distribution/supply chain environment. Multilingual knowledge preferred. CORE COMPETENCIES Accountability Business Acumen Communication / Building Partnership Developing Oneself Developing Others Drive for Results Embracing Change Problem Solving Empowerment Leadership Excellence Leading Change Professional Competencies Customer Orientation PHYSICAL DEMANDS Occasionally: Handling/Fingering, Sitting Frequently: Bending Constantly: Walking and Standing Ability to Lift/Carry and Push/Pull: 21–50 pounds (reach above shoulder, reach outward, squat or kneel) WORK ENVIRONMENT While performing the duties of this job, the employee is rarely exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. REASONABLE ACCOMMODATIONS STATEMENT To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. EEO 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. COMPENSATION For this position, the expected base pay range is $85,000 – $95,000 annually. 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. BENEFITS 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. #J-18808-Ljbffr