Senior Customer Service Specialist

Serve as a key point of contact and primary contact for strategic/key accounts Provide comprehensive account management and maintain strong customer relationships Coordinate cross-functional support across DSV’s network, divisions, Sales, Operations, and internal stakeholders Maintain and grow share of wallet Ensure rates are current, communicated to Operations, and submitted for auto-rating Provide clients with market insights Create, maintain, and update SOPs Support contract and rate negotiations from the local US perspective Support sales managers/account owners with account plans, satisfaction actions, threat identification, and development opportunities Determine the necessity and feasibility of EDI and other technology solutions supporting eBooking Analyze volumes and workflows to optimize productivity and uncover client cost savings Manage rate optimization and yield management Monitor and act on customer performance against committed volumes Monitor and act on DSV performance against service-level KPIs Ensure client reporting requirements are met Prepare selected materials for client business reviews and own follow-up items Oversee day-to-day operational activities and identify risks, pain points, and service gaps Lead collaboration across internal stakeholders involved with the client Respond to spot quote requests and identify upselling opportunities Ensure data-quality KPIs, timeliness, and billing-day requirements are met Achieve and maintain an acceptable accounts-receivable rating Requirements Ability to manage strategic/key customer accounts and build relationships across customer organizations Experience or capability in customer relationship management, account management, and cross-functional coordination Knowledge of rates, rate communication, auto-rating, contract and rate negotiations, rate optimization, and yield management Ability to analyze volumes, workflows, productivity, cost savings, and performance data Knowledge of KPIs, Service Level Agreements, committed volumes, client reporting, and business reviews Ability to assess EDI and other technology solutions supporting eBooking Ability to create, maintain, and update SOPs Ability to identify risks, service gaps, pain points, upselling opportunities, and process-improvement opportunities Ability to monitor data-quality KPIs, timeliness, billing days, and accounts-receivable performance Ability to work with Sales, Operations, internal stakeholders, and customers across DSV’s network and divisions Core Competencies Demonstrates expertise in account management, customer relationship management, and cross-functional coordination, with a strong focus on rate optimization, performance analysis, and client reporting. Capable of leading collaboration across internal stakeholders and identifying opportunities for process improvement and upselling. Highest-signal resume keywords Account Management Customer Relationship Management Rate Optimization Performance Analysis Cross-Functional Coordination ATS Optimization Keywords Hard Skills Rate Communication Contract Negotiation Yield Management Data Analysis KPI Monitoring SOP Creation EDI Assessment Cost Savings Analysis Client Reporting Business Review Preparation Soft Skills Relationship Building Collaboration Problem Solving Communication Risk Identification Industry Keywords Service Level Agreements Customer Performance Accounts Receivable Operational Activities Market Insights Tools & Technologies EBooking Solutions Auto-Rating Systems #J-18808-Ljbffr